Institutional Product Support Associate (HYBRID)

Equitable is dedicated to helping clients secure their financial well-being since 1859. They are seeking an Institutional Product Support Associate to handle telephone inquiries from retirement plan participants regarding their guaranteed retirement income products, ensuring exceptional customer service and supporting operational excellence.

Responsibilities

• Professionally handle inbound calls from retirement plan participants, addressing questions related to product features, and account actions
• Provide clear, accurate education on product features and next steps, supporting both simple and complex inquiries
• Accurately document caller details and conduct follow-ups when necessary to ensure a seamless participant experience
• Champion client experience and participant utilization initiatives by actively capturing the customer feedback and channeling those insights into meaningful process enhancements
• Active participation and successful completion of customer service training and other training to remain current with operational policies, new products and procedures
• Deliver exceptional customer service while meeting key performance indicators including but not limited to quality, accuracy, productivity and schedule adherence
• Maintain up-to-date knowledge of products, procedures, and administrative systems
• Identify trends, issues, and opportunities for process improvement through call insights
• Support reporting and broader activities to deliver operational excellence
• Offer thoughtful recommendations to improve process, paperwork, and participant experience
• Participate in training, special projects, and cross functional collaboration as assigned

Skills

• College degree or equivalent experience
• One year of customer service experience; call center experience preferred
• Experience working in financial service preferred
• Excellent verbal and written communication skills
• Strong multitasking abilities and eagerness to learn and accept enhanced responsibilities as part of a growing business
• Ability to handle all inquiries with tact, professionalism, and a sense of understanding and urgency
• Strong decision-making and problem-solving skills
• Available to work in-person from Equitable's Charlotte office
• Call center experience
• Experience working in financial service
• Series 6, Series 63 and life licenses

Benefits

• Medical
• Dental
• Vision
• A 401(k) plan
• Paid time off

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