Now Hiring - EquiTrust Life Insurance Company - Customer Service Representative III, New Business in West Des Moines, IA

The Customer Service Representative III, New Business works collaboratively with team members, as well as independently, to accomplish daily tasks and duties, with the ultimate goal of providing excellent customer service. The Customer Service Representative will process new business applications received from agents and policy holders in accordance with state and federal regulations. This individual also responds to inquiries from agents, policyholders and other business partners, as well as researching requested information. The Customer Service Representative III is expected to communicate effectively, resolve issues as they arise and prioritize workflows and tasks to meet established deadlines.

Essential Duties and Responsibilities:

• Enters new applications and verifies data according to Equitrust policy and guidelines.
• Responds to agent, independent marketing organization and policy holder inquiries by clarifying desired information, researching, locating and providing follow up responses.
• Accurately updates and maintains records of all conversations and transactions in the call center database.
• Helps to identifies computer system deficiencies and works with department manager in preparing requests for programming updates and modifications.
• Participates in the testing of new enhancements to administration systems and works with IT to correct any errors.
• Escalates issues to management and assists with solving issues that are without procedures or precedent.
• Reviews and interprets all paperwork and exercises good judgement and decision making for requesting exceptions. Follows through with solid communication to other departments regarding exceptions or changes in procedures.
• Trains new staff on EquiTrust’s processes, procedures and state regulations.
• Sets a good example and provides a positive influence within the department.
• Meets job specific quantitative and qualitative performance standards and metrics.
• Prepares transfers and letters of acceptance by selecting the proper line of business according to customer requests. Communicates with agents to satisfy new business requirements. Completes follow up with resigning custodians on pending income transfers.
• Verifies incoming money received for contracts and policies, and issues contracts.
• Sends out transfer paperwork and logs tracking information in the administration system.
• Processes application withdraws.
• 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.

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 life and annuity products.
• Must have good mathematical, analytical, organizational and problem solving skills with attention to detail
• Effective communication and presentation skills, both verbal and written.
• Strong phone presence and skills in handling escalated calls under pressure.
• 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.
• Intermediate computer skills and the ability to navigate multiple systems and programs including MicroSoft Office, proprietary systems and other technology solutions.
• Strong interpersonal skills are required, including a high degree of professionalism.
• 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:

• Minimum 2 years of life insurance and/or annuity experience preferred.

Education:

• High School Diploma or Equivalent required.

Working Conditions:

• Travel not required/likely.