Agent & Partner Support Specialist

Sammons Financial Group Companies; West Des Moines (IA); On-site; USD 35,000 - 66,000; Full time

Benefits offered by this job

Health coverage

ESOP

Paid time off

Tuition reimbursement

Volunteer time off

Career development

Job summary

Sammons Financial Group is seeking a customer service professional to support agents, distribution partners, and customers across North America. You will respond to inbound calls, provide accurate information, and navigate multiple systems with a customer-first approach while upholding company policies and service standards.

Ideal candidates have a Bachelor’s degree (preferred), strong communication and problem-solving skills, and the ability to adapt to change in a fast-paced call center

Qualifications

• Bachelor's degree preferred.
• Ability to learn and maintain knowledge of multiple companies and lines of business.
• Ability to provide accurate information.
• Interpret customer needs quickly and accurately.
• Communicate effectively with internal and external partners.
• Navigate multiple legacy systems and information screens.
• Strong problem solving and organizational skills.
• Work efficiently and independently or in a team.
• Adapt to frequent change.

Responsibilities

• Respond to inbound calls providing support to agents and customers per policy and standards.
• Provide accurate information on contract status, set-up, changes, and related inquiries.
• Submit requests via workflow systems and maintain knowledge of departmental procedures.
• Ensure follow-through on resolutions and document interactions in account history.
• Maintain knowledge of products and state guidelines; assist with training as needed.
• Identify and communicate issues before service breakdowns and escalate appropriately.
• Navigate systems and Microsoft Office tools to access policy information.
• Share trends and feedback with leadership and support process improvements.
• Promote teamwork and participate in developmental training.

Skills

Customer service

Communication

Problem solving

Organizational skills

Teamwork

Adaptability

Education

Bachelor's degree preferred

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Legacy systems

Job description

Sammons Financial Group is seeking a customer service professional to support agents, distribution partners, and customers across North America. You will respond to inbound calls, provide accurate information, and navigate multiple systems with a customer-first approach while upholding company policies and service standards.

Ideal candidates have a Bachelor’s degree (preferred), strong communication and problem-solving skills, and the ability to adapt to change in a fast-paced call center