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 (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 an Inforce Customer Support Agent, you’ll play a vital role in delivering exceptional service to our policyholders, agents, and internal teams. You will be responsible for responding to inquiries and facilitating various life and annuity policy transactions. This role partners closely with the Policy Administration and Contact Center teams to ensure a seamless customer experience. We are looking for compassionate, service-driven individuals who thrive in a fast-paced environment and bring strong communication skills, adaptability, and attention to detail to our inclusive team.
What You’ll Do:
• Respond to policyholder, agent, and independent marketing organization inquiries by providing clear and accurate information.
• Handle a high volume of inbound calls with professionalism and empathy.
• Document interactions and updates accurately within the call center system.
• Process and support financial transactions such as withdrawals, surrenders, and transfers.
• Communicate effectively through written and verbal channels with clients and third parties.
• Maintain working knowledge of company life and annuity products.
• Support additional departmental needs as required.
• Contribute to a collaborative and inclusive team culture aligned with our core values of Integrity, Leadership, Accountability, Teamwork, and Passion.
What You’ll Bring:
Education:
• High school diploma or equivalent (required)
Experience:
• Prior contact center experience (1 years preferred)
Knowledge, Skills, and Abilities:
• Strong verbal and written communication skills
• Professional, empathetic phone presence with ability to build rapport quickly
• Ability to manage multiple tasks in a dynamic environment
• Strong organizational, problem-solving, and time-management skills
• Basic math aptitude and attention to detail
• Flexibility and a positive approach to change
• Proficiency with Microsoft Office and ability to learn proprietary systems
• Consistent punctuality and attendance
Physical Requirements:
• Sit and use a computer for extended periods (continuously)
• Talk, hear, and see (continuously)
• Use hands for fine manipulation (continuously)
• Occasional walking, standing, reaching above, and bending/stooping
• May lift or carry up to 10 lbs occasionally
• Manage routine levels of work-related stress
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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