Service Specialist II

AtAmerican Equity Investment Life Holding Company, we think of ourselves asThe Financial Dignity Company. Our policyholders work with independent agents, banks and broker-dealers through our wholly-owned operating subsidiaries, to choose one of our leading annuity products best suited for their personal needs to create financial dignity in retirement. We remain steadfast in our commitment to quality products, excellent customer service, integrity, safety and delivering on our promises to our policyholders. Our success comes from hiring people who embody the beliefs that drive our unique, energetic, fast-paced and caring culture of collaboration, ownership and innovation.

We currently fund over half a million retirements nationwide, and have been headquartered in West Des Moines, Iowa, for over twenty-five years, withsatellite offices slated to open in 2022 in Charlotte, NC, and New York, NY. We are a NYSE-listed company and maintain an "excellent" rating from AM Best. Our companyhas over $57 billion in assets, 26,000 active agents and over 800 employees.

*This position will be 100% on-site during the 8-10 week training period. Once training is complete work arrangements will be discussed and employees may have the option to transition to fully remote.

GENERAL PURPOSE OF THE JOB:

A Customer Excellence Specialist II is responsible for providing a top-notch experience for our internal and external customers via omni-channels of communication by responding to customer questions and completing transactions regarding annuity accounts.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responds to internal / external customer calls, emails and other forms of communications, resolving inquiries promptly, efficiently and professionally.
• Communicates answers and solutions to customers verbally and/or in writing.
• Researches questions and/or issues to identify causes and solutions and/or to disseminate accurate information to customers.
• Meets or exceeds department standards by adhering to schedule, providing accurate information, using soft phone skill techniques, and following all other performance metrics defined by Customer Excellence.
• Available to answer calls, uses appropriate aux codes when unavailable to take calls due to breaks, training, projects or lunch.
• Assists other teams within operations depending on business needs.
• Updates contracts promptly with notes so the most current information is readily available to all company personnel.
• Utilizes and navigates multiple computer systems, applications, and procedure tools to access and identify information.
• Initiates and takes ownership in creating solutions, answering questions and finding information for internal and external customers.
• Collaborates with teammates in creating solutions for different customer issues and situations.
• Actively collaborates with manager and team on ideas and ways to improve efficiencies in department; collaborates and works with team promoting a positive and professional work environment.
• Regularly communicates status of pending work and promptly responds to manager emails requiring a response.
• Performs other duties as assigned.
• Partners with Quality Control to ensure company reputation is upheld.
• Identifies red flags for customer fraud and report.
• Manages large amounts of inbound and outbound calls in a timely manner in a fast-paced environment.
• Manage large amounts of processing tasks in a timely manner in a fast-paced environment.

SUPERVISORY RESPONSIBILITIES:

Direct Reports:

General Description of Indirect Reports (2 and 3 downs): 0

EDUCATION AND/OR EXPERIENCE:

• High school diploma or general education degree (GED); plus a minimum of one (1) year of related experience; or equivalent combination of education and experience.
• Experience in a business environment.
• Experience and understanding of insurance and related products preferred.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

LOMA designation (such as FSRI, ACS, or FMLI) is preferred

KNOWLEDGE, SKILLS AND ABILITIES:

• Must possess computer skills, type 40+ wpm accurately and know how to operate a computer, as well as computer programs and applications.
• Strong customer service orientation with a pleasant demeanor.
• Effective verbal and written communication skills including the ability to effectively present information and respond to questions.
• Ability to relay thoughts, opinions and ideas clearly.
• 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 read and comprehend simple instructions, short correspondence and memos.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• The 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.
• Effective time management skills.
• Ability to actively listen to internal/external customers.
• Willingness to learn.