American Equity Careers
American Equity Careers
Job Details

Requisition Number 17-0134
Post Date 12/21/2017
Title Service Technician - Annuity New Business Department (Phone Team)
City West Des Moines
State IA
Description GENERAL PURPOSE OF THE JOB:

Responsible for providing superior customer service to agents, NMO’s and broker dealers. Includes, but is not limited to, handling inbound and outbound calls from external and internal clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Update the client database so that new information gained through telephone contacts and/or related correspondence is captured and the most current information is readily available to company personnel. Work towards determining the next action step and providing status updates along the way.
• In handling 70-100 inbound and outbound telephone calls, take initiative, create solutions, answer questions and find information for internal and external customers.
• Maintain a phone evaluation score of 80-90% within six months of start date
• Aux and re-queues must be kept at an acceptable level. The current requirement is availability for 6+ hours with zero re-queues.
• Complete a minimum of 4 hours talk time each day.
• Monitor and manage the department voicemail inbox on a rotating basis including returning calls
• Responsible for maintaining a positive and professional behavior, both individual and amongst the team
• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

None required for this position.

EDUCATION AND/OR EXPERIENCE:

High school diploma or general education degree (GED); and six months or more of related experience and/or training.

QUALIFICATIONS:

• Excellent oral and written communication skills and good attention to detail.
LANGUAGE SKILLS:

• Ability to read and interpret documents such as instructions and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively in small group settings.

MATHEMATICAL SKILLS:

• Ability to calculate figures and amounts such as interest, commissions, proportions, and percentages.

REASONING ABILITY:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

None required for this position.

OTHER NECESSARY SKILLS AND ABILITIES:

• Ability to maintain company attendance, punctuality and dependability standards as stated in the company handbook.
• Ability to work overtime as required.
• Ability to work cooperatively and successfully with co-employees, customers, and other outside third parties.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.

MENTAL DEMANDS:

• Phone calls and processing requires the ability to multi-task and meet deadlines daily.

• Position works closely with other co-workers and Suitability along with agents and their offices.

ADDITIONAL INFORMATION:

N/A
Apply On-line
Send This Job to a Friend
American Equity Contact Information

Mailing Address
P.O. Box 71216
Des Moines, IA 50325

Office Address
6000 Westown Parkway
West Des Moines, IA 50266

Main Office Number: (515) 221-0002
Toll Free Number: (888) 221-1234
Email: info@american-equity.com