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.ResponsibilitiesProfessionally handle inbound calls from retirement plan participants, addressing questions related to product features, and account actionsProvide clear, accurate education on product features and next steps, supporting both simple and complex inquiriesAccurately document caller details and conduct follow-ups when necessary to ensure a seamless participant experienceChampion client experience and participant utilization initiatives by actively capturing the customer feedback and channeling those insights into meaningful process enhancementsActive participation and successful completion of customer service training and other training to remain current with operational policies, new products and proceduresDeliver exceptional customer service while meeting key performance indicators including but not limited to quality, accuracy, productivity and schedule adherenceMaintain up-to-date knowledge of products, procedures, and administrative systemsIdentify trends, issues, and opportunities for process improvement through call insightsSupport reporting and broader activities to deliver operational excellenceOffer thoughtful recommendations to improve process, paperwork, and participant experienceParticipate in training, special projects, and cross functional collaboration as assignedSkillsCollege degree or equivalent experienceOne year of customer service experience; call center experience preferredExperience working in financial service preferredExcellent verbal and written communication skillsStrong multitasking abilities and eagerness to learn and accept enhanced responsibilities as part of a growing businessAbility to handle all inquiries with tact, professionalism, and a sense of understanding and urgencyStrong decision-making and problem-solving skillsAvailable to work in-person from Equitable's Charlotte officeCall center experienceExperience working in financial serviceSeries 6, Series 63 and life licensesBenefitsMedicalDentalVisionA 401(k) planPaid time offCompany OverviewEquitable provides consulting services to secure the financial well-being and retirement strategies for individuals and families. It was founded in 1859, and is headquartered in New York, New York, USA, with a workforce of 5001-10000 employees. Its website is https://equitable.com/.



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