Inforce Customer Support Agent (Life)

EquiTrust Life Insurance Company; Durham (NC); On-site; USD 36,000 - 56,000; Full time

Benefits offered by this job

Medical, Dental & Vision

401(k) with Company Match

Paid time off

Parental Leave

Hybrid/Remote Work Options

Early Friday Closure

Job summary

EquiTrust Life Insurance Company is seeking an Inforce Customer Support Agent (Life) in Durham, NC to deliver exceptional service to policyholders, agents, and partners. You will handle inquiries, process transactions, and maintain accurate records to ensure trust and speed.

Collaborating with Policy Administration and cross-functional teams, you’ll learn product details, stay compliant, and contribute to a high-performing, inclusive service culture with a focus on accuracy and customer

Qualifications

• High School Diploma or equivalent.
• Experience in contact center or customer service preferred.
• Experience in financial services or insurance is a plus but not required.

Responsibilities

• Respond to inquiries from agents, IMOs, and policyholders with accurate information.
• Manage a high volume of inbound calls and service requests.
• Initiate and process withdrawals, surrenders, transfers.
• Document conversations and transactions in internal systems.
• Maintain knowledge of EquiTrust life insurance products.
• Meet quality, productivity, and service standards.
• Collaborate with Policy Administration and other departments.
• Contribute to a positive, inclusive team environment and continuous improvement.
• Take on additional responsibilities as needed.

Skills

Communication skills

Multitasking

Problem solving

Microsoft Office

Adaptability

Customer service

Education

High School Diploma

Tools

CRM software

Proprietary systems

Job 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, Iowa.

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, Iowa.

How You’ll Contribute

As an Inforce Customer Support Agent (Life), you will play a key role in delivering exceptional service to our policyholders, agents, and business partners. You will handle inquiries and process financial and non-financial transactions related to life insurance policies, ensuring accuracy, responsiveness, and a positive customer experience.

In this role, you’ll collaborate closely with the Policy Administration team and cross-functional partners to ensure timely resolution of requests while meeting quality and performance standards. We are looking for individuals who are passionate about customer service, thrive in a dynamic environment, and bring strong communication, organization, and problem-solving skills to our team.

At EquiTrust, we value integrity, teamwork, accountability, leadership, and passion — and we are committed to fostering an inclusive workplace where everyone can contribute and grow.

What You’ll Do

• 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 and professionally.
• Initiate and process financial transactions such as withdrawals, surrenders, and transfers.
• Document all conversations and transactions accurately within internal systems.
• Maintain a working knowledge of EquiTrust life insurance products and services.
• Meet established quality, productivity, and service performance standards.
• Collaborate with Policy Administration and other departments to support business objectives.
• Contribute to a positive, inclusive team environment and support continuous improvement efforts.
• Take on additional responsibilities as needed to support department and company goals.

What You’ll Bring

Education

• High School Diploma or equivalent required.

Experience

• Previous contact center or customer service experience preferred.
• Experience in financial services or insurance is a plus but not required.

Knowledge, Skills, and Abilities

• 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.

Physical Requirements

• This role primarily involves desk-based work in a call center or remote environment.
• Frequently communicates via phone and computer throughout the workday.
• Regularly sit for extended periods.
• Frequently uses hands for fine manipulation (keyboard and mouse use).
• Occasionally stands, walks, bends, or reaches as needed.
• May occasionally lift or carry items up to 20 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Total Rewards

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

• Medical, Dental & Vision coverage:
• 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. To learn more, visit EquiTrust Careers.