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 New Business Customer Support Senior Agent, you will be responsible for delivering exceptional customer support for life and annuity policies by responding to inquiries from agents, policyholders, and internal stakeholders. This role collaborates closely with the Policy Administration and Contact Center teams to ensure timely and accurate policy processing. We are seeking candidates who are passionate about customer service in the financial services industry and who bring strong communication skills, attention to detail, and a solutions-oriented mindset to the team.
What You'll Do: - Respond to inquiries from agents, marketing organizations, and policyholders regarding new and in-force life and annuity policies.
- Handle a high volume of inbound calls and/or email correspondence, providing timely and accurate information.
- Maintain detailed and accurate records of all customer interactions.
- Resolve complex and escalated issues with support from supervisors or management.
- Identify system inefficiencies and collaborate on improvement initiatives.
- Test system enhancements and support IT in resolving issues.
- Provide training to new staff and assist in procedural documentation.
- Promote an inclusive and positive team culture by modeling core values and best practices.
What You'll Bring:Education: - High School Diploma or equivalent required.
Experience: - Minimum of 1 year of experience in a life, annuity, or financial services contact center required.
- 1+ years of experience in a life insurance and/or annuity call center preferred.
Knowledge, Skills, and Abilities: - Professional and friendly presence with the ability to build rapport quickly.
Strong knowledge retention and a willingness to continuously learn product details. - Excellent problem-solving, analytical, and organizational skills.
- Effective written and verbal communication skills.
- Ability to manage multiple priorities and deadlines in a dynamic environment.
- Resilience and adaptability to change.
- Intermediate proficiency in Microsoft Office and other internal systems.
- A commitment to professionalism, integrity, and collaborative teamwork.
Physical Requirements: - Must be able to sit, see, talk, and hear continuously throughout the day.
- Occasional walking, reaching above shoulders, and bending/stooping.
- Frequent fine hand manipulation and use of a computer.
- Minimal physical lifting required (0-10 lbs occasionally).
- This position is mostly off-site with no travel expected.
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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.