Annuity Service Specialist II - Annuity Service Department (Processing Team)

American Equity West Des Moines, IA
General Purpose of the Job

We provide a "best in class" customer experience to internal and external customers! Our Service Specialist 2 (Processing Team) position is responsible for efficiently and accurately processing financial and non-financial requests. They are also responsible for delivering prompt and courteous responses to telephone or email inquiries from contract owners, agents, third parties, and co-workers. The ideal candidate enjoys working with people in a fast-paced environment. The ability to comprehend annuity product provisions and procedures and communicate effectively 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 processing accuracy and points per hour

* 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)

* Processes an average of 8-11 tasks per hour

o Proficiently follows through on requests with outstanding requirements

o Ability to analyze information and problem solve

o Research information and make outbound calls as needed to complete

* Effective multi-tasking, such as transitioning among multiple phone queue hunt groups and processing systems

* Resolves complex inquiries or concerns from internal and external customers

* Administers 10-30 inbound or outbound telephone calls per day as needed

o Takes initiative and ownership in every call and situation

o Provide answers and solutions in a manner all parties can understand

* 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

* Learns and accurately processes tasks which pertain specifically to providing excellent service - all Level 1 through 3 processing tasks

Education and/or Experience

College degree or 2-3 years of related work experience desired, but not required. Consideration will be given to an equivalent combination of work 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:

* Ability to multi-task while maintaining a consistently high level of accuracy and attention to detail

* Ability to work in a team environment but responsible for individual tasks

* Successfully handle pressure and meet deadlines in a fast-paced work environment

* Work cooperatively and successfully with co-employees, customers, agents, and other outside third parties

* Strong verbal and written communication skills

* Successfully complete the training program provided for this position

* Ability to learn and retain a large amount of detailed information during and after training

* Strong active listening skills

* 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

* Enjoy assisting others, people-oriented, strong sense of empathy, ability to de-escalate a call

* Ability to work voluntary or mandatory 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, reports and business correspondence with proper grammar etiquette

* Ability to speak effectively in small group settings with management or other departments

Mathematical Skills:

* Ability to calculate and comprehend figures and amounts such as earned interest, cost basis, taxable amounts, penalty free, proportions, quotes, percentages, Required Minimum Distributions (RMD), Annuitizations, Lifetime Income Benefit Rider, 72t and 72Q quotes

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 workflow of processing multiple requests

* Adapts in a fast paced environment where successful multitasking is crucial

* Ability to use judgement to determine proper potential problem areas and seek guidance from management to determine how to handle

* Successful interaction with internal and external persons is a requirement for the position

* Use soft skills such as tone of voice to de-escalate a call.