Disability Claims Contact Center Representative (DISABILITY CLAIMS EXPERIENCE REQUIRED)

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?

Equitable is looking for an experienced, passionate customer service-oriented Disability Claims Contact Center Representative to join our Employee Benefits (group insurance) Claims team! As a Contact Center Representative, you will be the first point of contact for customers seeking assistance with their insurance inquiries. Your primary responsibilities will include providing exceptional customer service by answering calls, assisting with policy information, verifying eligibility, claims, and ensuring the satisfaction of each client.

Key Job Responsibilities

Customer Service:

• Answer inbound/make outbound calls and speak with customers to resolve any customer service inquiries with accuracy, efficiency, and outstanding call quality former customers.
• Access customer account information via client’s computer software, making/notating all necessary entries to resolve problems and/or complaints; initiate, schedule or change a service request, process transactions, setup accurately transportation services, etc.
• Communicate with customer in a pleasant and professional way; effectively and clearly resolving any issues reported. It will require excellent oral communication skills (grammar, enunciation, pronunciation).
• Educate customers about their insurance policies, including coverage limits, exclusions, and procedures for filing claims.
• Cope with, and diffuse stressful situations; manage and control of calls with tact and diplomacy.
• Help customers understand their policy details, including coverage, exclusions, and benefits.
• Answer inquiries related to policy coverage, benefits, deductibles, and claims processes.
• Provide exceptional customer service by ensuring timely resolution of customer inquiries and concerns.
• Follow up with customers on pending claims or benefit inquiries and provide updates as needed.
• Provide customers with cutting-edge service in a friendly, confident, and knowledgeable manner
  
  

Claims Assistance:

• Assist customers in filing claims, explaining the claims process, and providing status updates.
• Assist customers in the claims process by gathering necessary information, explaining next steps, and coordinating with other departments as required.
• Follow up on claims status and provide updates to customers.
  
  

Problem Resolution:

• Conduct issue identification and problem-solving meeting customer needs and satisfaction
• Investigate and resolve any issues or concerns related to claims or benefits, escalating complex cases to supervisors when necessary.
• Use independent judgment, logic and analytical skills in problem solving.
• Resolve issues related to billing, policy discrepancies, claims processing, and other customer concerns.
• Escalate complex issues to senior staff or appropriate departments when necessary.
  
  

Documentation & Data Entry:

• Process and document claims, benefits requests, and customer interactions accurately within the system.
• Utilize various internal and client-based tools and applications for customer management and servicing.
• Accurately document customer interactions and actions taken in the company’s CRM system.
• Ensure customer records are updated promptly and thoroughly.
  
  

Policy Knowledge & Compliance:

• Maintain a high level of knowledge regarding the company’s products, services, and claims processes to provide accurate information to customers.
• Maintain a deep understanding of insurance policies, terms, and regulations to provide informed assistance.
• Adhere to company protocols and industry regulations, including privacy laws and confidentiality agreements.
  
  

Performance & Quality Assurance:

• Meet or exceed service targets, including call resolution times, customer satisfaction scores, and other key performance indicators (KPIs).
• Participate in training and professional development programs to improve skills and knowledge.
• Meet or exceed performance metrics such as call resolution times, customer satisfaction scores, and adherence to schedules.
• Achieve and maintain required metrics and goals.
• Work and partner with others within a team-based environment.
  
  

The base salary range for this position is $40,000-$55,000. 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

Required Qualifications

• Disability Claims experience
• High School diploma or equivalent work experience
• 1 years of professional customer service or contact/call center experience
  
  

Preferred Qualifications

• Customer Service experience in the insurance or financial services industry
• Experience with Group Claim products highly desired
• Knowledge of insurance products and terminology
• Associate's or Bachelor's degree is a plus
• Strong verbal and written communication skills
• Excellent listening and problem-solving abilities
• Ability to work in a fast-paced environment while maintaining accuracy
• Proficiency with computer systems and CRM software
• Detail-oriented with strong organizational skills
• Ability to handle sensitive customer information with discretion
  
  

Skills

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.

Knowledge of Product Line: Knowledge of methodologies, tools and techniques for specific products; ability to develop product line processes and strategies.

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.

About Equitable

At Equitable, we’re a team 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.

Primary Location

UNITED STATES-NC-Charlotte

Other Locations

UNITED STATES-Remote, UNITED STATES-NY-Syracuse

Organization

Equitable

Schedule

Full-time