American Equity Careers
American Equity Careers
Job Details

Requisition Number 18-0008
Post Date 1/8/2018
Title Service Technician - Annuity Service Department (Phone Team)
City West Des Moines
State IA
Description General Purpose of the Job

We provide a “best in class” customer experience to internal and external customers! Our Service Technician position in the Annuity Service Department is responsible for delivering accurate and courteous responses to telephone inquiries from contract owners, agents, and third parties. The ideal candidate enjoys working with people in a fast-paced environment, and can efficiently handle a large volume of inbound phone calls on a wide range of subjects. The ability to comprehend annuity product provisions and effectively communicate our policies verbally and in writing is required. We engage and empower our employees through extensive training, career development, and clearly defined expectations.

Essential Duties and Responsibilities

• Consistently meets or exceeds department standards for phone quality/customer service scores
• Resolves complex inquiries and complaints from internal and external customers
• Comprehends and effectively communicates all annuity product contract provisions, company policies, and government regulations pertaining to annuity contracts (such as RMD, Transfers, Rollovers, 1035 Exchanges, 1099R, and 5498)
• Effective multi-tasking, such as transitioning among multiple phone queue hunt groups
• Administers 50-100 inbound and outbound telephone calls per day
o Takes initiative and ownership in every call and situation
o Provide answers and solutions in a manner all parties can understand
o Research information and make outbound calls as needed when complete
• Provides accurate quotes and business correspondence via letter or e-mail in timely manner
• Navigates multiple computer systems, applications, and utilize search tools to find information
• Dependable and remains available to answer calls when scheduled
• Consistently meets or exceeds department standards for efficiency
• Updates client annuity contracts by adding timely notes with the most current information so it is readily available to all other company personnel.
• Consistently meets or exceeds department standards for processing accuracy
• Learns and accurately processes tasks which pertain specifically to providing excellent service during and after a call - all Level 1 and some Level 2 processing tasks

Education and/or Experience

College degree or 2-3 years of phone experience. Consideration will be given to an equivalent combination of experience and education.

Certificates, Licenses, Professional Designations:

Coursework towards LOMA designations AAPA, ACS, and/or FLMI desired but not required.

Qualifications including other Necessary Skills and Abilities:

• Enjoy assisting others, people-oriented, strong sense of empathy, ability to de-escalate a call
• Work cooperatively and successfully with co-employees, customers, agents, and other outside third parties
• Successfully complete the five week training program provided for this position
• Ability to learn and retain a large amount of detailed information during and after training
• Ability to multi-task while maintaining a consistently high level of accuracy and attention to detail
• Strong verbal and written communication skills
• Strong active listening skills
• Successfully handle pressure and meet deadlines in a fast-paced work environment
• Consistently meet or exceed performance/productivity measurements as implemented for the position
• General computer skills including a minimum of 50 WPM
• Maintain company attendance, punctuality and all other standards as stated in the company handbook
• Ability to work overtime as needed

Language Skills:

• Ability to read, interpret, comprehend, and explain documents such as annuity contracts, instructions, websites, forms, and procedure manuals
• Write routine monthly goals and business correspondence with proper grammar etiquette

Mathematical Skills:

• Ability to calculate and comprehend figures and amounts such as earned interest, cost basis, taxable amounts, penalty free, proportions, quotes, percentages, and Required Minimum Distributions (RMD)

Reasoning Ability:

• Ability to apply common sense understanding to carry out instructions furnished in written , oral, or diagram form
• Ability to analyze a situation, come up with a solution and execute the resolution
• Ability to deal with problems involving several concrete variables in standardized situations

Mental Demands:

• Maintain a positive and professional attitude/disposition even under high stress due to high phone call volume and/or call difficulty
• Use soft skills such as tone of voice to de-escalate a call
• Adapts in a fast paced environment where successful multitasking is crucial
• Successful interaction with internal and external persons is a requirement for the position

Physical Demands:

• Sitting for extended periods of time
• Ability to view paper documents and access various computer applications on dual screen computer monitors The following on-the-job time is spent on physical activities:
o Standing - Under 1/3 of the time
o Walking - Under 1/3 of the time
o Sitting - Over 2/3 of the time
o Reaching with hands and arms - 1/3 to 2/3 of the time
o Stooping, kneeling, or crouching - Under 1/3 of the time
o Talking or hearing - Over 2/3 of the time
• This job requires that up to 10 lbs. of weight be lifted or force exerted under 1/3 of the time.

Work Environment:

• The typical noise level for the work environment of this is Moderate (examples: call center business office with computers, printers, and light verbal and physical traffic)

Supervisory Responsibilities:

• None required for this position
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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