Inforce Customer Support Agent
EquiTrust Life Insurance Company, West Des Moines, IA, United States
Inforce Customer Support Agent
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 (IMOs). 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.
As an Inforce Customer Support Agent, you will play a key role in delivering a positive and responsive customer experience by supporting inquiries and transactions related to annuity policies. You'll work closely with the Policy Administration team, Contact Center colleagues, and cross-functional partners to ensure timely, accurate, and customer-focused outcomes. We're looking for individuals who are passionate about helping others, thrive in a collaborative environment, and bring strong communication, organization, and problem-solving skills to the team.
What You'll Do:
Respond to inquiries from policyholders, agents, and partners by researching, clarifying needs, and providing accurate information
Manage a high volume of inbound calls while maintaining professionalism and efficiency
Accurately document interactions and transactions in internal systems
Process financial and non-financial transactions such as withdrawals, surrenders, and transfers
Communicate with clients, agents, and third parties through written and verbal channels
Maintain a working knowledge of company products and services
Collaborate with team members and support other departments as needed
Contribute to a positive, inclusive team environment and support company goals
Meet established performance, quality, and service standards
What You'll Bring:
High school diploma or equivalent required
Prior customer service or contact center experience preferred
Strong interpersonal skills with the ability to build rapport across diverse audiences
Clear and effective verbal and written communication skills
Ability to manage multiple tasks, prioritize effectively, and meet deadlines
Problem-solving skills with strong attention to detail
Comfort learning and applying detailed product and process information
Basic computer proficiency, including experience navigating multiple systems
Adaptability and openness to change in a fast-paced environment
Commitment to reliability, including attendance and punctuality expectations
Ability to work both independently and collaboratively in a team setting
Physical Requirements:
Primarily sedentary role with extended periods of sitting and computer use
Frequent use of hands for typing and system navigation
Continuous communication via phone and computer systems
Occasional standing, walking, or light lifting (up to 20 lbs) as needed
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.
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 (IMOs). 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.
As an Inforce Customer Support Agent, you will play a key role in delivering a positive and responsive customer experience by supporting inquiries and transactions related to annuity policies. You'll work closely with the Policy Administration team, Contact Center colleagues, and cross-functional partners to ensure timely, accurate, and customer-focused outcomes. We're looking for individuals who are passionate about helping others, thrive in a collaborative environment, and bring strong communication, organization, and problem-solving skills to the team.
What You'll Do:
Respond to inquiries from policyholders, agents, and partners by researching, clarifying needs, and providing accurate information
Manage a high volume of inbound calls while maintaining professionalism and efficiency
Accurately document interactions and transactions in internal systems
Process financial and non-financial transactions such as withdrawals, surrenders, and transfers
Communicate with clients, agents, and third parties through written and verbal channels
Maintain a working knowledge of company products and services
Collaborate with team members and support other departments as needed
Contribute to a positive, inclusive team environment and support company goals
Meet established performance, quality, and service standards
What You'll Bring:
High school diploma or equivalent required
Prior customer service or contact center experience preferred
Strong interpersonal skills with the ability to build rapport across diverse audiences
Clear and effective verbal and written communication skills
Ability to manage multiple tasks, prioritize effectively, and meet deadlines
Problem-solving skills with strong attention to detail
Comfort learning and applying detailed product and process information
Basic computer proficiency, including experience navigating multiple systems
Adaptability and openness to change in a fast-paced environment
Commitment to reliability, including attendance and punctuality expectations
Ability to work both independently and collaboratively in a team setting
Physical Requirements:
Primarily sedentary role with extended periods of sitting and computer use
Frequent use of hands for typing and system navigation
Continuous communication via phone and computer systems
Occasional standing, walking, or light lifting (up to 20 lbs) as needed
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.