American Equity Service Technician-Marketing Services Department (Phone Team) in West Des Moines, Iowa

Requisition Number

17-0050

Post Date

7/17/2017

Title

Service Technician-Marketing Services Department (Phone Team)

City

West Des Moines

State

IA

Description

GENERAL PURPOSE OF THE JOB:

Responsible for serving as a resource to advisors, NMO/IMO, and Broker Dealers in matters relating to American Equity’s products and procedures. Individuals will play a key role in building a relationship with the advisors by providing excellent customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handles inbound calls in a call center environment while assisting advisors, NMO/IMOs, and Broker Dealers with case design, quotes, supply orders, product mechanics, and American Equity procedures.

• Provides proactive service to the advisor and makes sure they are up-to-date in regards to any procedure or product changes.

• Helps advisors navigate through the American Equity website, and other software programs, for example, ReadyApp, Imagisoft, and Pivit.

• Prepares application packets and marketing materials to support the advisors with any potential business.

• Provide product support to the field as it relates to competitive intelligence.

• Works with Regional and Field Marketing team focusing on making outgoing calls to advisors in order to help drive more business to American Equity, and provide additional assistance as needed.

• Some traveling opportunities may be available. Public speaking may be required.

• Performs other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

None required for this position.

EDUCATION AND/OR EXPERIENCE:

Associate’s degree (A.A.) or equivalent from two-year college or technical school; or 18 months to three years of related experience and/or training; or equivalent combination of education and experience.

Experience in an inbound or outbound call center is ideal.

QUALIFICATIONS:

• Knowledge of annuity principles and products a plus.

• Knowledge of principles of superior customer service and telephone skills.

• Knowledge of computer applications and software, including the Microsoft Office Products, Internet Explorer and Google Chrome.

• Knowledge of procedures for marketing and other departments.

LANGUAGE SKILLS:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

• Ability to write reports and business correspondence.

• Ability to effectively present information and respond to questions from groups.

• Ability to respond to common inquiries or complaints from customers.

MATHEMATICAL SKILLS:

• Ability to calculate figures and amounts such as interest, commissions, proportions, and percentages.

REASONING ABILITY:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

• Ability to deal with problems involving several concrete variables in standardized situations.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

AAPA, ACS, FLMI designations a plus.

OTHER NECESSARY SKILLS AND ABILITIES:

• Ability to maintain company attendance, punctuality and dependability standards as stated in the company handbook.

• Ability to work overtime as required.

• Ability to work cooperatively and successfully with co-employees within the company.

• Ability to work cooperatively and successfully with co-employees, customers, and other outside third parties.

• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.

WORK ENVIRONMENT:

• Specific job duties affected by these environmental conditions include the ability to talk with advisors over the phone in close proximity to others talking on the phone.

MENTAL DEMANDS:

• Position requires being able to multi-task – send emails, supply orders, provide illustrations – all while providing best in class service.

• Must be comfortable interacting with advisors when they come to the home office and when traveling on company business and must be able to talk in front of a group.

ADDITIONAL INFORMATION:

• Some travel may be required