Market Support Representative (Remote) ( 24000079 )

Primary Location : UNITED STATES-Remote

Organization : Equitable

Schedule : Full-time

Description

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?

Summary of Position

The Market Support Representative (Remote) is a dedicated resource for brokers and customers in a defined market/territory. This role will work closely with our Regional Account Management team and Sales Executives to provide an overall simply powerful experience. This position will focus on meeting the pre/post-sale needs of our customers which will have a direct impact on persistency, and growth of the block of business through add-coverage. The Market Support Representative will build relationships at the broker and customer level and establish themselves as a direct contact to meet the needs of our customers.

Specific Accountabilities

• Establishes and maintains productive, professional relationships with assigned customers and brokers

• Collaborates with Distribution and all internal partners to meet customer’s expectations and provide value-added solutions and meet growth and persistency objectives and manage customer’s expectations, provide value-added service solutions, and promote our powerfully simple and agile model. Understands key brokers and customers within the assigned market/territory.

• Partners with Sales and Executive and Account Manager on renewal preparation, strategy and delivery.

• Ensure timely and accurate delivery of all renewals. Maintain all renewal documentation and actions.

• Assist in pipeline management within Salesforce (CRM)

• Utilize Salesforce to manage all service requests, ensure all relevant customer, and broker activities are clearly documented.

• Partnering with the Implementation team to ensure that all new groups have successfully been activated and ensuring all broker and client expectations have been achieved.

• Takes complete ownership and accountability for all service-related requests (outside of CS score of responsibilities) and follows up through completion and confirmation back to customers to meet their expectations along with internal SLA’s. Service requests include but not limited to product/policy questions, administrative changes, billing concerns, claims inquiries, enrollment completion, customer education, general account management support

• Proactively communicates with customers and helps guide and educate them on all tools and resources available to them for future needs by understanding our product portfolio and the details of each product.

• Develops and maintains excellent working relationships with the Account Manager and Sales Executive in the assigned market/territory as well as all other internal business partners.

• Understands and clearly explains the value of Equitable, our business partnerships and the strength of our products.

• May provide upon completion of the implementation process a pro-active outreach call to educate Clients and Brokers on Equitable’s administrative policies and EB360 portal.

• Provides sales support by managing RFP inventory and Proposal Process to include:

• Reviewing RFP data, discerning the data received and partnering with SE and Underwriting to underwrite and release a proposal.

• Partnering with underwriting to ensure proposals are on track to meet due dates.

• Remains up to date on market changes that impact their clients and provides consultation on how Equitable may support their changing needs

The base salary range for this position is $46,000-$60,000. 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 (https://portal.equitable.com/appentry/EDoxRedirect?node_id=A2023013000001)

#LI-REMOTE

Qualifications

Required Qualifications

• 2 Years experience in Customer service roles

• Superior Customer service skills

• Excellent organizational and time management skills

• Excellent verbal and written communication skills

• Results oriented and goal driven with superior service delivery and collaboration skills

• Develops a high level of credibility with internal and external partners

• Initiative-taker; able to work successfully both independently and interdependently within a team environment and within a mobile environment

• Strong analytical and critical thinking skills

• Ability to present complex information in a clear manner, both orally and in writing.

• Strong computer skills, including Microsoft Office (i.e., Word, Excel, Outlook, and PowerPoint)

Preferred Qualifications

• College degree preferred, but not required

• Employee benefits or insurance preferred, or experience in a service relationship role

Communicating Complex Concepts: Knowledge of effective presentation tools and techniques to ensure clear understanding; ability to use summarization and simplification techniques to explain complex technical concepts in simple, clear language appropriate to the audience.

Cross-functional Collaboration: Knowledge of collaborative techniques and approaches; ability to promote a culture of continuous improvement and working together across functions to solve business problems and meet business goals.

Planning and Organizing: Knowledge of the process of planning and arranging tasks and resources; ability to plan and organize both time and resources to get things completed while structuring and maintaining work in a systematic and highly methodical way.

Relationship Building: Knowledge of the importance of creating positive relationships within the team and ability to develop trusting relationships by valuing others' concerns and contributions.

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 .

Req ID: 24000079