What are the responsibilities and job description for the Digital Service Support Business Analyst 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 (IMO’s). 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 a Digital Service Support Business Analyst, you will play a key role in enhancing our digital service platforms to ensure excellent customer experience. You will collaborate with cross-functional teams, including Information Technology, Sales & Marketing, and Policy Administration, to analyze, prioritize, and implement improvements to digital tools and applications. We are looking for a detail-oriented and analytical professional with a passion for customer-centric digital solutions and strong problem-solving skills.
What You’ll Do:
- Work closely with Information Technology and Policy Administration to facilitate digital service improvements.
- Gather and analyze business requirements to enhance digital tools such as the client website and dashboards.
- Prioritize and recommend enhancements to digital platforms, including the Umbraco administration system.
- Conduct testing of digital tools and applications, analyzing results for accuracy and efficiency.
- Develop and maintain documentation for system enhancements using Agile methodology and Jira Project Tracking System.
- Provide clear and proactive communication on project updates, challenges, and recommendations.
- Act as a liaison between teams to ensure the successful implementation of digital improvements.
- Stay informed on industry trends and best practices to drive innovation.
- Foster a positive and inclusive work environment while mentoring and guiding team members.
What You’ll Bring:
Education:
- High School Diploma or equivalent required.
- Associate’s Degree preferred.
Experience:
- Minimum 1 year of business analysis experience in a customer support or contact center environment.
- Minimum 1 year of experience using project tracking software.
- Experience leading projects that enhance digital tools and applications.
- Knowledge of requirements gathering, project scoping, and analysis techniques.
- Preferred: 2 years of experience in life insurance and/or annuities.
- Preferred: Experience with Atlassian/Jira Project Tracking Software.
- Preferred: Experience designing and creating digital customer support tools and applications.
Knowledge, Skills, and Abilities:
- Strong analytical, organizational, and problem-solving skills with attention to detail.
- Effective verbal and written communication, with the ability to present findings clearly.
- Ability to handle escalated customer interactions with professionalism.
- Strong project management skills, including prioritization and meeting deadlines.
- Adaptability to change and a proactive approach to continuous improvement.
- Advanced computer proficiency, including Microsoft Office and proprietary systems.
- Understanding of life and annuity insurance products is a plus.
- Commitment to fostering an inclusive and collaborative workplace.
Physical Requirements:
- Primarily a remote role with occasional on-site requirements.
- Must be able to communicate effectively, sit for extended periods, and use a computer frequently.
- Infrequent travel may be required (<5%).
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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