Service Specialist 1

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:   

The Service Specialist I is the first level of Service Specialist and is responsible for providing exceptional customer service to external and internal customers by attending to and resolving inquiries and/or providing information for assigned area / products. Works to meet or exceed the customer’s expectations and achieve top level customer service standards across all areas of operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Responsible for opening mail from external vendors, batching and scanning of all documents, along with indexing all documents to the system.
• Responsible for the management of paperless documents, i.e. PDFs, email requests, etc.
• Utilizes and navigates multiple computer systems, applications, and procedure tools to access and identify information.
• 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.
• Takes initiative in learning and accurately following departmental procedures for each task.
• Begins to train on Level II operational tasks per capacity need.
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: 0

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

EDUCATION AND/OR EXPERIENCE:  

• High school diploma or general education degree (GED); or equivalent combination of education and experience.
• Some experience in a business environment is preferred.
• Some experience and understanding of insurance and related insurance products is a plus.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS: N/A

KNOWLEDGE, SKILLS AND ABILITIES:   

• Strong customer service orientation.
• Effective verbal and written communication skills including the ability to effectively present information and respond to questions.
• 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 successfully handle pressure and meet deadlines in a fast-paced work environment.
• Effective time management skills.
• Ability to actively listen to internal/external customers.
• Willingness to learn.
• Ability to regularly exhibit positive and professional behavior individually and amongst the team.
• Adherence to schedule.

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This description covers the major purpose and essential functions of the job.  It is not intended to give all details or a step-by-step account of the way each task is to be performed.  Employees may receive other job related instructions and be required to perform other job related work requested by their manager.  All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.