At Equitable, our power is in our people.

We're individuals from different cultures and backgrounds. Those differences make us stronger as a team and a force for good in our communities. Here, you'll work with dynamic individuals, build your skills, and unleash new ways of working and thinking. Are you ready to join an organization that will help unlock your potential?

As a Life Escalation and Resolution Specialist, the candidate will be responsible for providing key sales partners a heightened level of support regarding in-force Life Insurance service issues. Included in that effort, candidates will own the reviewing, researching, and problem solving of issues and/or questions, as well as manage the communication to the requestor throughout the process. Case work involves a wide range of product and procedural knowledge to include, but not limited to, general policy provisions, explanation of system generated correspondence, basic requests for service, general industry rules, and escalated/complex transactions. Candidates will need to be able to maintain daily communication with financial professionals, various internal depts., and management regarding remediation plans, sensitive casework, trends, and system's issues. Individuals will work closely with our Processing Teams and will be required to adhere to established service levels with regards to timeliness of case handling and quality of work.

The base salary range for this position is $39,000 - $54,000. Actual base salaries vary based on skills, experience, and geographical location. In addition to base pay, Equitable provides compensation to reward performance with base salary increases, spot bonuses, and short-term incentive compensation opportunities. Eligibility for these programs depends on level and functional area of responsibility.

For eligible employees, Equitable provides a full range of benefits. This includes medical, dental, vision, a 401(k) plan, and paid time off. For detailed descriptions of these benefits, please reference the link below.

Equitable Pay and Benefits: Equitable Total Rewards Program

Qualifications

Required Qualifications:

• 1+ years of professional call center and/or customer service experience.

Preferred Qualifications:

• Excellent communication skills both written and verbal.
• Proficient PC skills including Word, Excel, and PowerPoint.
• Works closely with internal and external teams to collaborate and resolve casework in a timely manner knowing when to appropriately escalate.
• Strong knowledge of all Life Insurance products and administrative systems (i.e., AWD, ESP, Life70, CAPS, CMOD, etc.)
• Ability to research and effectively utilize available knowledge/ product resources to draw conclusions and resolve complex service issues.
• Can-do attitude that looks to drive results.
• Proven ability to work autonomously, while being a part of a cohesive team.
• Reliable and ability to meet attendance and punctuality standards.
• Strong work ethic, demonstrates commitment, dedication, highly engaged and involved in the job.
• Work experience handling escalations, complex service issues, and familiarity with processing is a plus.

Skills

Listening: Knowledge of effective listening issues and techniques; ability to gather, clarify, and apply information transmitted verbally, while exhibiting a genuine interest toward the speaker.

Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Telephone-Based Customer Servicing: Knowledge of customer service delivered via telephone; ability to deal with handling customer inquiries and responses received by telephone.

Diversity, Equity and Inclusion: Demonstrates a commitment to Diversity, Equity and Inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating for change.

ABOUT EQUITABLE

At Equitable, we're a team of over ten thousand strong; committed to helping our clients secure their financial well-being so that they can pursue long and fulfilling lives.

We turn challenges into opportunities by thinking, working, and leading differently - where everyone is a leader. We encourage every employee to leverage their unique talents to become a force for good at Equitable and in their local communities.

We are continuously investing in our people by offering growth, internal mobility, comprehensive compensation and benefits to support overall well-being, flexibility, and a culture of collaboration and teamwork.

We are looking for talented, dedicated, purposeful people who want to make an impact. Join Equitable and pursue a career with purpose.

Equitable is committed to providing equal employment opportunities to our employees, applicants and candidates based on individual qualifications, without regard to race, color, religion, gender, gender identity and expression, age, national origin, mental or physical disabilities, sexual orientation, veteran status, genetic information or any other class protected by federal, state and local laws.

NOTE: Equitable participates in the E-Verify program.

If reasonable accommodation is needed to participate in the job application or interview process or to perform the essential job functions of this position, please contact Human Resources at (212) 314-2211 or email us at TalentAcquisition@equitable.com.