Customer Support Agent

The Inforce Customer Support Agent works collaboratively with team members, as well as independently, to accomplish daily tasks and duties, with the goal of providing excellent customer service. The Inforce Customer Support Agent contacts, processes, and responds to customers, agents, and company requests regarding annuity policies and requests from various financial and non-financial transactions. This individual is expected to communicate effectively, manage multiple concurrent tasks and be responsive and open to change.

Essential Duties and Responsibilities:

• Responds to agent, independent marketing organization, and policyholder inquiries by clarifying desired information, researching, locating, and providing follow-up responses.
• Successfully manages a large volume of inbound calls in a timely manner.
• Accurately updates and maintains records of all conversations and transactions in the call center database.
• Meets job-specific quantitative and qualitative performance standards and metrics.
• Facilitates the initiation of financial transactions and requests including withdrawals, surrenders, and transfers, and sends written or verbal communications to clients, agents, or transfer companies as required.
• Maintains a basic knowledge and understanding of all products offered by EquiTrust.
• Supports the Policy Administration team and other departments on an as-needed basis.
• Willingly takes on additional responsibilities as requested in order to accomplish department and Company objectives.
• Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment.

Skills and Abilities:

• Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone.
• Ability to learn and retain a large amount of detailed information regarding EquiTrust’s life and annuity products.
• Must have basic mathematical, organizational, and problem-solving skills with attention to detail.
• Must be able to communicate effectively using verbal and written methods.
• Ability to prioritize workflows, establish and meet deadlines and manage multiple concurrent tasks.
• Ability to work effectively in a variety of situations and respond to change in a positive manner.
• Basic computer skills and the ability to navigate multiple systems and programs including Microsoft Office, proprietary systems, and other technology solutions.
• Ability to meet attendance and punctuality standards.
• Carries out responsibilities in a manner that is consistent with EquiTrust’s Core Values and focus on customer service; helps to create an environment of openness and trust for all employees and strives for continued professional skills development.

Training or Work Experience:

• 1 year of contact center experience preferred.

Education:

• High School Diploma or Equivalent required.

Working Conditions:

• On-Site Location: West Des Moines, Iowa.
• Business Travel: Travel not required/likely.

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EquiTrust is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. Applicants have rights under federal and state employment laws. To learn more, visit https://www.equitrust.com/careers/opportunities/applicant-notices/.