American Equity Service Specialist III - Shared Services in West Des Moines, Iowa
GENERAL PURPOSE OF THE JOB:
The Service Specialist III is responsible for executing level III operational tasks which includes pre and post issue processing of assigned products while providing exceptional customer service to external and internal customers and attending to and resolving inquiries and/or providing information for assigned area / products. The Service Specialist III may be responsible for handling more complex customer problems, working across departments to problem solve and find solutions, and mentoring and training new and existing employees on daily tasks and procedures. The Service Specialist III provides top level customer service standards across all areas of operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Responds to internal / external customer calls, emails and other forms of communications, resolving inquiries promptly, efficiently and professionally.
Communicates answers and solutions to customers verbally and/or in writing.
Researches questions and/or issues to identify causes and solutions and/or to disseminate accurate information to customers.
Meets or exceeds department standards by adhering to minimum talk times and overall accuracy.
Remains available to answer calls when scheduled, uses appropriate aux codes when unavailable to take calls due to breaks, training, projects or lunch.
Assists other departments within operations depending on business needs.
Updates contracts promptly with notes so the most current information is readily available to all company personnel.
Evaluates operational activities, identifies potential risk exposures and assesses compensating controls.
Ensures department procedures are updated, maintained, communicated and disseminated to team members. Trains team on all updates to procedures.
Assists in monitoring department phone coverage.
Reviews Daily/Weekly/Monthly departmental reports for proper handling.
Mentors new and existing employees on daily tasks.
Utilizes and navigates multiple computer systems, applications, and procedure tools to access and identify information.
Initiates and takes ownership in creating solutions, answering questions and finding information for internal and external customers.
Collaborates with teammates, internal and external customers in creating solutions for different customer issues and situations.
Discusses with manager and team on ideas / ways to improve efficiencies in department; collaborates and works with team, promoting a positive and professional work environment.
Regularly communicates status of pending work and promptly responds to manager emails requiring a response.
Learns and follows departmental procedures for each task.
Begins to train on specialized and senior level operational tasks per departmental guidelines.
Performs other duties as assigned.
Direct Reports: 0
General Description of Indirect Reports (2 and 3 downs): 0
EDUCATION AND/OR EXPERIENCE:
High school diploma or general education degree (GED); plus a minimum of 2 years of related experience in insurance and/or related products; or equivalent combination of education and experience.
Experience in a business environment.
Some experience and understanding of insurance and related products.
CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:
LOMA designation (such as FSRI ACS, or FMLI) or insurance license is preferred
KNOWLEDGE, SKILLS AND ABILITIES:
Strong customer service orientation.
Effective verbal and written communication skills including the ability to effectively present information and respond to questions.
Mathematical skills and strong attention to detail.
Ability to work cooperatively and successfully with employees, customers, and other outside third parties.
Strong organizational and planning skills.
Proficient in the use of Microsoft Office Suite.
Ability to read and comprehend simple instructions, short correspondence and memos.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
Effective time management skills.
Ability to make reasonable, independent decisions with little instruction.
Ability to read, analyze and interprets general business periodicals, professional journals, technical procedures or governmental regulations.
Ability to actively listen to internal/external customers.
This description covers the major purpose and essential functions of the job. It is not intended to give all details or a step-by-step account of the way each task is to be performed. Employees may receive other job related instructions and be required to perform other job related work requested by their manager. All requirements are subject to possible modification to provide reasonable accommodation to qualified individuals with disabilities.