Inforce Customer Support Agent (Life)
HybridDurham, North Carolina, United States
Job Summary
Respond to inquiries from agents, independent marketing organizations, and policyholders by researching and providing accurate, timely information. Manage a high volume of inbound calls and service requests efficiently, initiating and processing financial transactions such as withdrawals, surrenders, and transfers. Document all conversations and transactions accurately within internal systems while maintaining a working knowledge of EquiTrust life insurance products. Collaborate closely with the Policy Administration team and cross-functional partners to ensure timely resolution of requests and meet established quality and productivity standards. This role involves desk-based work in a call center or remote environment with hybrid options, requiring strong communication skills and the ability to manage multiple tasks in a fast-paced setting.
Required Qualifications
- High School Diploma or equivalent
- Professional, friendly demeanor with the ability to quickly build rapport over the phone
- Strong verbal and written communication skills
- Ability to learn and retain detailed product and policy information
- Basic mathematical skills and attention to detail
- Strong organizational and problem-solving skills
- Ability to manage multiple tasks, prioritize effectively, and meet deadlines
- Comfort navigating multiple systems and technology platforms, including Microsoft Office and proprietary systems
- Adaptability and openness to change in a fast-paced environment
- Commitment to delivering excellent customer service while upholding EquiTrust's Core Values
- May occasionally lift or carry items up to 20 pounds
Desired Qualifications
- Previous contact center or customer service experience
- Experience in financial services or insurance
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