Lead Associate - Customer Response Team

Location NEW YORK, United States
Experience level Experienced Hire
Job details sector Life & Savings Insurance
Apply before Date not available

This position is responsible for professionally responding to client ratings and reviews as solicited through targeted invitation emails and from consumer generated content.  Must be knowledgeable of multiple products and procedures necessary to create meaningful client responses across all lines of business and service centers.  This individual will also be responsible for managing and creating reports and alerts as well as providing statistical analysis to the management team as well as generating monthly business review reports utilized by Executive Management.  Candidate must be able to analyze ratings and review feedback and apply this information to drive improvement of  future client interactions. This position supports the day-to-day client facing activities through multiple channels, web, chat and phone. Additionally, candidate will be responsible for identifying trends, handling escalations and customer complaints and working with other teams to resolve service related issues.


• College graduate or equivalent with minimum of 2-3 year's experience in customer service, preferably in a leadership role and in the financial industry, with a key focus in written communication to clients through multiple channels such as: correspondence letters, email, chat, & website based programs.  Must have strong written communication skills.


• Must be able to work independently and make decisions and know when to escalate concerns.
• Must be personable and have to ability to build and maintain strong business relationships.
• Maintain a positive, problem-solving approach with the ability to multitask with stong organizational skills..  Must be able to work with a sense of urgency in a fast paced environment.

NOTE: AXA participates in the E-Verify program.
In addition to competitive compensation and an outstanding benefits package including 401 (k) and medical programs, we offer the opportunity for continued professional development in a congenial corporate environment.
AXA 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.

AXA is a leading financial protection company, committed to fostering and maintaining a diverse, multicultural and inclusive environment, and one of the nation’s premier providers of life insurance and annuity products. The organization was established in 1859 and we are committed now more than ever to helping clients meet financial goals in all stages of their lives. One of the hallmarks of our proud heritage is providing world-class customer service.

We're always looking for smart and talented people to help us develop new and innovative ways to expand our product portfolio, reach new customers and serve well the clients already a part of the AXA family.