What are the responsibilities and job description for the Inforce Customer Support Agent position at EquiTrust?
About Us:
EquiTrust Life Insurance Company is a national carrier of competitive, client-friendly annuity products sold through a variety of distribution channels, including more than 20,000 independent agents and independent marketing organizations (IMOs). Since 2003, we have provided exceptional customer service to our clients by operating with integrity and passion. Our efforts are supported by a dedicated workforce who execute their responsibilities through teamwork and an entrepreneurial spirit. EquiTrust sells products nationwide and is headquartered in Chicago, Illinois, with operations in West Des Moines, Iowa.
How You’ll Contribute:
As an Inforce Customer Support Agent, you will be an integral part of our customer service team, responsible for managing customer interactions and ensuring high-quality support for annuity policyholders and agents. In this role, you will work collaboratively with team members while independently handling inquiries and processing requests. Your efforts will directly contribute to maintaining our reputation for excellent customer service.
What You’ll Do:
- Respond to inquiries from agents, independent marketing organizations, and policyholders by clarifying information, conducting research, and providing timely follow-up responses.
- Manage a high volume of inbound calls in a timely and professional manner.
- Accurately update and maintain records of customer interactions and transactions.
- Facilitate financial transactions and requests, including withdrawals, surrenders, and transfers, while ensuring accurate and clear communication with clients and agents.
- Maintain a working knowledge of EquiTrust’s annuity products.
- Support the Policy Administration team and other departments as needed.
- Contribute to creating a positive and inclusive workplace by actively participating in team goals and initiatives.
What You’ll Bring:
Education:
- High School Diploma or equivalent required.
Experience:
- 1 year of contact center experience preferred.
Knowledge, Skills, and Abilities:
- Professional and friendly demeanor with the ability to build rapport with customers over the phone.
- Strong communication skills, both verbal and written.
- Basic mathematical, organizational, and problem-solving skills with attention to detail.
- Ability to learn and retain information about EquiTrust’s annuity products.
- Competence in managing multiple tasks and meeting deadlines in a fast-paced environment.
- Proficiency with Microsoft Office and ability to navigate multiple systems.
- Commitment to punctuality and meeting attendance standards.
Physical Requirements:
- Ability to talk and hear continuously (5.5-8 hours/day).
- Frequent use of hands for fine manipulation and pushing/pulling.
- Primarily sedentary role with occasional bending and standing.
Where You’ll Work:
City, State: West Des Moines, Iowa
Office Location: Mostly Off-Site
Expected Travel: Not required/likely
Total Rewards:
In addition to base pay, eligible employees may receive an annual discretionary incentive bonus and access to a competitive benefits package including:
- Medical, Dental & Vision coverage
- 401(k) with Company Match
- Paid time off: Vacation, Sick, Holiday, and more
- Paid Parental Leave for both Mothers and Fathers
- Hybrid/Remote Work Options
- Early Friday Closure
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 EquiTrust Careers.
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