Sales Support Specialist II
Job Description
American Equity Investment Life Insurance Company is a leading retirement income provider specializing in fixed index annuities designed to protect principal and guarantee income. American Equity is committed to quality products and high-level customer service, integrity, excellence and safety, delivering customers the promise of protected growth of their savings and the dignity of a paycheck for life.
Founded in 1995, they currently fund over half a million retirements nationwide. American Equity is a NYSE-listed company and maintains an "excellent" rating from AM Best. The company is the #3 producer of fixed income annuities, has over $57 billion in assets, 21,000 active agents and over 800 employees. They succeed by hiring people who embody the beliefs that drive their unique, energetic, fast-paced and caring culture. The team is built on trust, motivated to accomplish a shared mission through collaboration, ownership, drive and innovation.
GENERAL PURPOSE OF THE JOB:
The Sales Support Specialist (SSS) II is responsible for serving as a resource to top advisors, NMO/IMO, and Broker Dealers in matters relating to American Equity and Eagle Life products and procedures. Incumbent plays a key role in building relationships with the top advisors by responding accurately and efficiently to requests, providing excellent customer service to advisors and registered reps.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• As first, priority responder in phone queue, responds to inbound calls in a call center environment, assisting advisors, marketers, and registered reps with case design, quotes, supply orders, product mechanics, and company procedures for American Equity and Eagle Life; responds to advisor questions on products, programs and other departments' procedures with minimal assistance.• Provides superior customer service by meeting department SSS Level II metrics for talk time, re-queues, inbound/outbound quality assurance, and aux time.• Works with Regional and Sales Specialists to accomplish yearly production goals for select advisors within assigned territory. • Anticipates and satisfies the needs of advisors by completing assigned outbound marketing campaign tasks including, but not limited to, new product introduction and education.• Maintains knowledge of New Business, Shared Services, Annuity Service, Suitability, Agency Services, and other departments' procedures impacting advisors, such as LifePro functionality, Policy at a Glance (PAG), procedure handbooks, etc. in order to assist with mediation of escalated cases and responding to inquiries.• Effectively runs production and other reports and illustrations in marketing and other systems such as LifePro for contract reviews, Salesforce, agent website, and ReadyApp; guides advisors through these systems and provides issue resolution. • Provides competitive intelligence information to advisors, reviewing competitive intelligence data on pricing and other data from Marketing reports.• Prepares SSS Level II monthly status/ advisor feedback reports.• Serves as an ambassador for client appreciation events and AEL universities; may present at agent events; may travel to events on an infrequent basis.• May assist Sales Support Specialist Is in responding to questions on other departments' procedures.• Performs other related work as assigned.
SUPERVISORY RESPONSIBILITIES:
Direct Reports: None
General Description of Indirect Reports (2 and 3-downs): None
EDUCATION AND/OR EXPERIENCE:
High school diploma, or general education degree (GED); plus one (1) year related call center experience, preferably in the financial services industry. Experience in the annuity business preferred.
CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:
LOMA coursework or certification (ACS or AAPRA) beneficial but not required.
KNOWLEDGE, SKILLS AND ABILITIES:
• Strong customer service orientation.• Effective verbal and written communication skills.• Mathematical skills and strong attention to detail.• Ability to work cooperatively and successfully with employees, customers, and other outside third parties.• Strong organizational and planning skills.• Proficient in the use of MicroSoft Office Suite.• Ability to write reports, business correspondence, and procedure manuals.• Ability to effectively present information and respond to questions. • Ability to read, analyze, and interpret general business periodicals, professional journals and technical/operational procedures.• Ability to define problems, collect data, establish facts, and draw valid conclusions.• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
Founded in 1995, they currently fund over half a million retirements nationwide. American Equity is a NYSE-listed company and maintains an "excellent" rating from AM Best. The company is the #3 producer of fixed income annuities, has over $57 billion in assets, 21,000 active agents and over 800 employees. They succeed by hiring people who embody the beliefs that drive their unique, energetic, fast-paced and caring culture. The team is built on trust, motivated to accomplish a shared mission through collaboration, ownership, drive and innovation.
GENERAL PURPOSE OF THE JOB:
The Sales Support Specialist (SSS) II is responsible for serving as a resource to top advisors, NMO/IMO, and Broker Dealers in matters relating to American Equity and Eagle Life products and procedures. Incumbent plays a key role in building relationships with the top advisors by responding accurately and efficiently to requests, providing excellent customer service to advisors and registered reps.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• As first, priority responder in phone queue, responds to inbound calls in a call center environment, assisting advisors, marketers, and registered reps with case design, quotes, supply orders, product mechanics, and company procedures for American Equity and Eagle Life; responds to advisor questions on products, programs and other departments' procedures with minimal assistance.• Provides superior customer service by meeting department SSS Level II metrics for talk time, re-queues, inbound/outbound quality assurance, and aux time.• Works with Regional and Sales Specialists to accomplish yearly production goals for select advisors within assigned territory. • Anticipates and satisfies the needs of advisors by completing assigned outbound marketing campaign tasks including, but not limited to, new product introduction and education.• Maintains knowledge of New Business, Shared Services, Annuity Service, Suitability, Agency Services, and other departments' procedures impacting advisors, such as LifePro functionality, Policy at a Glance (PAG), procedure handbooks, etc. in order to assist with mediation of escalated cases and responding to inquiries.• Effectively runs production and other reports and illustrations in marketing and other systems such as LifePro for contract reviews, Salesforce, agent website, and ReadyApp; guides advisors through these systems and provides issue resolution. • Provides competitive intelligence information to advisors, reviewing competitive intelligence data on pricing and other data from Marketing reports.• Prepares SSS Level II monthly status/ advisor feedback reports.• Serves as an ambassador for client appreciation events and AEL universities; may present at agent events; may travel to events on an infrequent basis.• May assist Sales Support Specialist Is in responding to questions on other departments' procedures.• Performs other related work as assigned.
SUPERVISORY RESPONSIBILITIES:
Direct Reports: None
General Description of Indirect Reports (2 and 3-downs): None
EDUCATION AND/OR EXPERIENCE:
High school diploma, or general education degree (GED); plus one (1) year related call center experience, preferably in the financial services industry. Experience in the annuity business preferred.
CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:
LOMA coursework or certification (ACS or AAPRA) beneficial but not required.
KNOWLEDGE, SKILLS AND ABILITIES:
• Strong customer service orientation.• Effective verbal and written communication skills.• Mathematical skills and strong attention to detail.• Ability to work cooperatively and successfully with employees, customers, and other outside third parties.• Strong organizational and planning skills.• Proficient in the use of MicroSoft Office Suite.• Ability to write reports, business correspondence, and procedure manuals.• Ability to effectively present information and respond to questions. • Ability to read, analyze, and interpret general business periodicals, professional journals and technical/operational procedures.• Ability to define problems, collect data, establish facts, and draw valid conclusions.• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
Date Posted
10/15/2022
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Subjectivity Score: 0.8