Customer Support

• 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
• Partners with Sales Executive and Account Manager on renewal preparation, strategy and delivery and ensures timely, accurate delivery of renewals
• Maintain all renewal documentation and actions
• Assist in pipeline management within Salesforce (CRM) and utilize Salesforce to manage service requests and document activities
• Partner with the Implementation team to ensure new groups are successfully activated and broker/client expectations are achieved
• Take ownership and accountability for service-related requests and follow up through completion to meet internal SLAs
• Handle product/policy questions, administrative changes, billing concerns, claims inquiries, enrollment completion, customer education, and general account management support
• Proactively communicate with customers and educate them on tools and resources
• Provide pro-active outreach after implementation to educate Clients and Brokers on administrative policies and EB360 portal
• Provide sales support by managing RFP inventory and the Proposal Process, reviewing RFP data, and partnering with SE and Underwriting
• Remain up to date on market changes and provide consultation on how Equitable may support changing client needs

Market Support Representative, Group Insurance

Manager, Customer Experience

Customer Experience Analyst

Director, Customer Experience

Customer Support – Book Publisher

Customer Service Lead