Service Specialist III

At American Equity we offer leading annuity products that help empower our clients to fulfill their needs and wants in retirement. Our success comes from hiring high-energy individuals who embody the beliefs that drive our unique culture. We currently fund over half a million retirements nationwide, and have been headquartered in West Des Moines, Iowa, for over twenty-five years with satellite offices in Charlotte, NC and New York, NY.

GENERAL PURPOSE OF THE JOB:

A Service Specialist III, Agency is responsible for providing a top-notch experience for our internal and external customers via omni-channels of communication by responding to customer questions and completing transactions regarding annuity accounts. A Specialist III accepts ownership of a customer experience and effectively solves any issues keeping the customer satisfaction at the core of every decision and behavior. In addition, this position is responsible for successfully mentoring and driving team morale in partnership with Customer Excellence leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Responds to internal / external customer calls, emails and other forms of communications, resolving inquiries promptly, efficiently and professionally.

· Manage large amounts of inbound/ outbound calls and/or processing tasks in a timely manner in a fast-paced environment.

· Trained on more complex calls and tasks.

· Communicates answers and solutions to customers verbally and/or in writing.

· Researches questions and/or issues to identify causes and solutions and/or to disseminate accurate information to customers.

· Mostly exceeds department standards by adhering to schedule, providing accurate information, processing accuracy, using soft phone skill techniques, and following all other performance metrics defined by Customer Excellence.

· Uses appropriate aux codes when unavailable to take calls due to breaks, training, projects or lunch.

· Assists other teams and departments within operations depending on business needs.

· Updates contracts promptly with notes so the most current information is readily available to all company personnel.

· Assists in monitoring department phone coverage and processing tasks.

· Reviews Daily/Weekly/Monthly departmental reports for proper handling.

· Mentors new and existing employees on daily tasks.

· Utilizes and navigates multiple computer systems, applications, and procedure tools to access and identify information.

· Initiates and takes ownership in creating solutions, answering questions and finding information for internal and external customers.

· Collaborates with teammates, internal and external customers in creating solutions

for different customer issues and situations.

· Discusses with manager and team on ideas / ways to improve efficiencies in department; collaborates and works with team, promoting a positive and professional work environment.

· Regularly communicates status of pending work and promptly responds to manager emails requiring a response.

· Learns and follows departmental procedures for each task.

· Begins to train on specialized and senior level operational tasks per departmental guidelines.

· Partners with Quality Control to ensure company reputation is upheld.

· Identifies red flags for customer fraud and report.

· Handles team escalations and corrections in partnership with Senior Specialist and Team Lead.

· Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: 0

General Description of Indirect Reports (2 and 3 downs): 0

EDUCATION AND/OR EXPERIENCE:

· Associate’s degree in Business or other related field of study; plus of two (2) years of related experience; or equivalent combination of education and experience.

· Experience in a business environment.

· Experience and understanding of insurance and related products.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

LOMA designation (such as FSRI ACS, or FMLI) or insurance license is preferred

KNOWLEDGE, SKILLS AND ABILITIES:

· Must possess computer skills, type 40+ wpm accurately and know how to operate a computer, as well as computer programs and applications.

· Strong customer service orientation with a pleasant demeanor.

· Effective verbal and written communication skills including the ability to effectively present information and respond to questions.

· Ability to relay thoughts, opinions and ideas clearly.

· Mathematical skills and strong attention to detail.

· Ability to work cooperatively and successfully with employees, customers, and other outside third parties.

· Strong organizational and planning skills.

· Proficient in the use of Microsoft Office Suite.

· Ability to read and comprehend simple instructions, short correspondence and memos.

· Ability to define problems, collect data, establish facts, and draw valid conclusions.

· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

· Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.

· Effective time management skills.

· Ability to make reasonable, independent decisions with little instruction.

· Ability to read, analyze and interprets general business periodicals, professional journals, technical procedures or governmental regulations.

· Ability to actively listen to internal/external customers.

· Willingness to learn.