Inforce Customer Support Agent

EquiTrust; West Des Moines (IA); Hybrid; USD 36,000 - 52,000; Full time

Benefits offered by this job

401(k) with Company Match

Paid time off (Vacation, Sick, Holiday

Parental Leave

Hybrid/Remote Work Options

Early Friday Closure

Job summary

EquiTrust Life Insurance Company seeks an Inforce Customer Support Agent in West Des Moines, IA. You will support inquiries and transactions related to annuity policies, collaborating with the Policy Administration and Contact Center teams to ensure accurate, timely, and customer-focused outcomes.

You will handle high-volume inbound calls, document interactions in internal systems, and process withdrawals, surrenders, and transfers. Strong communication and problem-solving skills are essential.

Qualifications

• High school diploma or equivalent required.
• Prior customer service experience preferred.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced environment.

Responsibilities

• Respond to inquiries from policyholders, agents, and partners by researching, clarifying needs, and providing accurate information.
• Manage a high volume of inbound calls while maintaining professionalism and efficiency.
• Accurately document interactions and transactions in internal systems.
• Process financial and non-financial transactions such as withdrawals, surrenders, and transfers.
• Communicate with clients, agents, and third parties through written and verbal channels.
• Maintain a working knowledge of company products and services.
• Collaborate with team members and support other departments as needed.
• Contribute to a positive, inclusive team environment and support company goals.
• Meet established performance, quality, and service standards.

Skills

Interpersonal skills

Communication skills

Multi-tasking

Attention to detail

Team collaboration

Education

High school diploma

Tools

CRM systems

Job description

West Des Moines 7100 West
West Des Moines, IA 50266, USA

Description

About Us:

EquiTrust Life Insurance Company is a national carrier of competitive, client-friendly annuity products sold through a variety of distribution channels, including more than 20,000 independent agents and independent marketing organizations (IMOs). Since 2003, we have provided exceptional customer service to our clients by operating with integrity and passion. Our efforts are supported by a dedicated workforce who execute their responsibilities through teamwork and an entrepreneurial spirit. EquiTrust sells products nationwide and is headquartered in Chicago, Illinois, with operations in West Des Moines,

How You’ll Contribute

As an Inforce Customer Support Agent, you will play a key role in delivering a positive and responsive customer experience by supporting inquiries and transactions related to annuity policies. You’ll work closely with the Policy Administration team, Contact Center colleagues, and cross-functional partners to ensure timely, accurate, and customer-focused outcomes. We’re looking for individuals who are passionate about helping others, thrive in a collaborative environment, and bring strong communication, organization, and problem-solving skills to the team.

What You’ll Do

• Respond to inquiries from policyholders, agents, and partners by researching, clarifying needs, and providing accurate information
• Manage a high volume of inbound calls while maintaining professionalism and efficiency
• Accurately document interactions and transactions in internal systems
• Process financial and non-financial transactions such as withdrawals, surrenders, and transfers
• Communicate with clients, agents, and third parties through written and verbal channels
• Maintain a working knowledge of company products and services
• Collaborate with team members and support other departments as needed
• Contribute to a positive, inclusive team environment and support company goals
• Meet established performance, quality, and service standards

What You’ll Bring

Education:

• High school diploma or equivalent required

Experience:

• Prior customer service or contact center experience preferred

Knowledge, Skills, and Abilities:

• Strong interpersonal skills with the ability to build rapport across diverse audiences
• Clear and effective verbal and written communication skills
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines
• Problem-solving skills with strong attention to detail
• Comfort learning and applying detailed product and process information
• Basic computer proficiency, including experience navigating multiple systems
• Adaptability and openness to change in a fast-paced environment
• Commitment to reliability, including attendance and punctuality expectations
• Ability to work both independently and collaboratively in a team setting

Physical Requirements:

• Primarily sedentary role with extended periods of sitting and computer use
• Frequent use of hands for typing and system navigation
• Continuous communication via phone and computer systems
• Occasional standing, walking, or light lifting (up to 20 lbs) as needed

Total Rewards:
In addition to base pay, eligible employees may receive an annual discretionary incentive bonus and access to a competitive benefits package including:

• 401(k) with Company Match
• Paid time off: Vacation, Sick, Holiday, and more
• Paid Parental Leave for both Mothers and Fathers
• Hybrid/Remote Work Options
• Early Friday Closure

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.