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.
  
  

Training or Work Experience:

• 1 year of contact center experience preferred.
  
  

Education:

• High School Diploma or Equivalent required.
  
  

Working Conditions:

• Travel not required
  
  

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/.