Call Center Representative

At EMC, you'll put your skills to good use as an important member of our team. You can count on gaining valuable experience while contributing to the company's success. EMC strives to hire and retain the best people by engaging, developing and rewarding employees.

**This position is required to work in-office at the Des Moines EMCNL location**

Summary:

Responds to customer inquiries and service requests. Researches and provides solutions to problems and escalates complex requests. Documents calls through Call Manager system. Assists agents with quotes and sales illustrations.

Essential Functions:

• Responds to agent, policyowner, and employer client telephone, website and email inquiries regarding in-force policies, including policy administration and policy benefits

• Prepares in-force universal life illustrations and annuity settlement option illustrations for the agent and/or policyowner

• Prepares proposals as requested by agents for new sales, conversions of existing business and annuity settlement options

• Obtains appropriate information to answer inquiries and provide illustrations using various systems and marketing materials

• Ensures proper documentation of all communication with agents, policyowners and employer clients utilizing the online Call Manager system

• Responds to agent telephone and email inquiries regarding new business applications, sales illustrations or potential applicants for underwriting

• Escalates complex questions or requests as needed

• Completes daily accounting transactions on existing EMCNL and United policies including premium payments through automated workflow system and reconciliation of lockbox payments received on automated daily report

• Reviews, verifies and mails automatic system checks including single premium immediate annuity (SPIA) payments and direct deposits

• Reviews, processes and provides written correspondence regarding mode changes, address changes and termination of coverage on existing workplace policies on LifePRO administration and automated workflow systems

• Processes various service requests including policy loans, dividend withdrawals and routine policy changes at time of notification

• Collaborates with team and management to improve customer service levels

• Completes assigned trainings and reviews procedures, marketing materials, and scheduled trainings to build knowledge of company processes and products such as LifePRO policy administration, DocView, Call Manager systems and agent distribution systems

Education & Experience:

• High school diploma or equivalency

• Associate's degree, with business or marketing customer service-related courses preferred

• Two years of experience working with life, annuity or financial services or related experience

• Experience working in a call center, customer service, or similar environment preferred

• LOMA coursework and Associate Customer Service designations preferred

Knowledge, Skills & Abilities:

• Good knowledge of state insurance and IRS regulations preferred

• Good understanding of life insurance industry products and procedures

• Accurate data entry and ten-key by touch skills

• Ability to file alpha and numeric information accurately

• Good math and bookkeeping skills

• Strong verbal and written communication skills

• Strong organizational and customer service skills

• Ability to work in a fast-paced and team environment

• Ability to maintain confidentiality

Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.

All of our locations are tobacco free including in company vehicles.

To learn more about why you're gonna love it here, watch the video below.