Mail/Records Senior Specialist

The Mail/Records Senior Specialist works collaboratively with team members, as well as independently, to accomplish their daily responsibilities, with the ultimate goal of providing excellent customer service. The individual processes and coordinates incoming fax records, mail deliveries, and troubleshoots a variety of mail items, systems, and scanners. The Mail/Records Senior Specialist will also handle escalated inquiries that are more intricate, time-sensitive, and complex and will assist in the training of new team members.

Essential Duties and Responsibilities:

• Reviews the daily incoming and outgoing mail volumes, assisting throughout the team to ensure all items are handled in a timely manner.
• Documents daily volumes, reporting to management on a weekly basis.
• Tracks and reports inventory for both incoming and outgoing mail rooms.
• Meets job-specific quantitative and qualitative performance standards and metrics.
• Performs quality analysis and reviews on completed work products of team members to ensure high-quality customer service, compliance with applicable regulations, and consistent and accurate application of procedures throughout the team.
• Performs analysis of workflows and streamlining for continued efficiencies.
• Works with the department manager in preparing requests for programming updates and modifications.
• Proposes and supports projects that will advance the knowledge and enhance the work procedures of the department.
• Escalates issues to management and assists with solving issues that are without procedures or precedent.
• Documents and revises procedures as needed.
• Follows through with solid communication with other departments regarding exceptions or changes in procedures.
• Trains new staff on EquiTrust's processes, procedures, and state regulations.
• Leads by example and provides a positive influence within the department.
• Supports the Policy Administration team and other departments on an as-needed basis.
• Willingly takes on additional responsibilities as requested in order to accomplish department and Company objectives.
• Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment.

Skills and Abilities:

• Must have good mathematical, analytical, organizational, and problem-solving skills and attention to detail.
• Effective communication and presentation skills, both verbal and written.
• Strong phone presence and skills in handling escalated calls under pressure.
• Ability to prioritize workflows, establish and meet deadlines and manage multiple concurrent tasks.
• Ability to work effectively in a variety of situations and respond to change in a positive manner.
• Strong computer skills and the ability to navigate multiple systems and programs including Microsoft Office, proprietary systems, and other technology solutions.
• Excellent interpersonal skills are required, including a high degree of professionalism.
• Ability to meet attendance and punctuality standards.
• Carries out responsibilities in a manner that is consistent with EquiTrust's Core Values and focus on customer service; helps to create an environment of openness and trust for all employees and strives for continued professional skills development.

Training or Work Experience:

• Minimum 3 years of life insurance and/or annuity experience preferred.
• Minimum 3 years of mail/records retention experience preferred.

Education:

• High School Diploma or Equivalent required.

Working Conditions:

• On-Site Location: West Des Moines, Iowa.
• Business Travel: Travel not required/likely.

#LI-100% Onsite

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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 https://www.equitrust.com/careers/opportunities/federal-and-state-employment-laws/.