Quality Lead

Company: Equitable
Location: Syracuse
Posted on: September 25, 2022

Job 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? This position provides daily support to CSRs and serves as product subject matter expert and recognized technical resource. This role is critical to providing technical resolution to escalated and complex client needs, quality control for compliance purposes and daily reporting. This position is vital to protecting our client's assets through fraud detection, prevention and escalation. This position handles client escalations and concern mitigation. This position provides floor support in a supervisory role including 7pm coverage. This position provides phone coverage during high volume periods. This position acts as an intermediary with other back office processing departments to resolve issues. Key component to call segmentation Main point of contact for internal quality control process This position provides daily metrics for multiple lines of business This is a 100% remote role Qualifications --- College graduate or equivalent with one-year experience in customer service --- 2 years of call center experience 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. Customer Support Function: Knowledge of the major responsibilities, accountabilities, and overall organization of the customer support function or department; ability to properly support customer inquiries and bring problems to a timely resolution. 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. 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. Results Orientation: Knowledge of the importance of meeting or exceeding established targets; ability to drive critical activities to completion. 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. The base salary range for this position is $45,000 - 66,000. 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. Equitable Pay and Benefits: Equitable Total Rewards Program #LI-EQH1 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 .

Keywords: Equitable, Syracuse , Quality Lead, Other , Syracuse, New York