The Policy Quality Control Specialist works collaboratively with team members, as well as independently, to accomplish their daily tasks and duties, with the ultimate goal of providing excellent customer service. This individual will review and ensure accuracy on client life and/or annuity policies, as well as, work with the New Business department to complete the necessary corrections. The Policy Quality Control Specialist is expected to communicate effectively, resolve issues as they arise and prioritize workflows and tasks to accomplish daily duties.

Essential Duties and Responsibilities:

• Responds to agent, independent marketing organization and policy holder inquiries by clarifying desired information, researching, locating and providing follow up responses.
• Accurately updates and maintains records of all conversations and transactions in the call center database.
• Meets job specific quantitative and qualitative performance standards and metrics.
• Uses Quality Control sheets and various systems to review customer’s life and annuity policies prior to mailing to ensure accuracy.
• Communicates with New Business department as need to have errors corrected.
• Assists with follow-up letters to agents and clients including delivery receipts, amendments and illustrations.
• Supports the Policy Administration team and other departments on an as needed basis.
• Willingly takes on additional responsibilities as requested in order to accomplish department and Company objectives.
• Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment.

Skills and Abilities:

• Ability to learn and retain a large amount of detailed information regarding EquiTrust’s life and annuity products.
• Must have basic mathematical, organizational, and problem-solving skills and attention to detail.
• Must be able to communicate effectively using verbal and written methods.
• Ability to prioritize workflows, establish and meet deadlines and manage multiple concurrent tasks.
• Ability to work effectively in a variety of situations and respond to change in a positive manner.
• Basic computer skills and the ability to navigate multiple systems and programs including Microsoft Office, proprietary systems, and other technology solutions.
• Ability to meet attendance and punctuality standards.
• Carries out responsibilities in a manner that is consistent with EquiTrust’s Core Values and focus on customer service; helps to create an environment of openness and trust for all employees and strives for continued professional skills development.

Training or Work Experience:

• Minimum 1 year of experience in a general office environment preferred.
• 1 year of life and annuity experience preferred.

Education:

• High School Diploma or Equivalent preferred.

Working Conditions:

• On-Site Location: West Des Moines, Iowa - Hybrid.
• Business Travel: Travel not required/likely.

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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 https://www.equitrust.com/careers/opportunities/federal-and-state-employment-laws/.