Inforce Customer Support Agent (Life)

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 sits 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.

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