The Agency Administration Senior Specialist works collaboratively with team members, as well as independently, to accomplish their daily responsibilities, with the ultimate goal of providing excellent customer service.  The Agency Administration Senior Specialist coordinates all steps required to process agent and marketing organization appointments and terminations and requests and analyzes backgrounds for appointment consideration. 

This individual acts as the primary contact for agents, independent marketing organizations and internal and external business partners. The Agency Administration Senior Specialist will also handle escalated inquiries that are more intricate, time-sensitive and complex and will assist in the training of new team members.

Essential Duties and Responsibilities:

• Assists with daily and weekly reporting of service quality and department standards.
• Provides technical knowledge to the team and handles some complex and escalated issues independently or with guidance from the department supervisor/manager.
• Performs quality analysis and reviews on completed work products of team members to ensure high quality customer service, compliance with applicable regulations and consistent and accurate application of procedures throughout the team.
• Identifies computer system deficiencies and works with department manager in preparing requests for programming updates and modifications.
• Participates in the testing of new enhancements to administration systems and work with IT to correct any errors.
• Performs continual analysis of workflows and procedures.  Proposes and supports projects that will advance the knowledge and enhance work procedures of the department.
• Escalates issues to management and assists with solving issues that are without procedures or precedent. Documents and revises procedures as needed.
• Reviews and interprets all paperwork and exercises good judgement and decision making for requesting exceptions. Follows through with solid communication to other departments regarding exceptions or changes in procedures.
• Trains new staff on EquiTrust’s processes, procedures and state regulations.
• Leads by example and provides a positive influence within the department.
• Processes agent and marketing organization appointments and terminations. Requests all necessary backgrounds for appointment consideration.  Analyzes background reports and legal documents within procedural standards to determine agent eligibility for contracting. 
• Reviews lists of tax reporting for inconsistencies and errors and makes corrections using automated spreadsheet. Works closely with the Tax Administration team to ensure tax reporting is done in a timely manner.
• Assists Regulatory Compliance with audit reports, tax levies or legal documents for licensing reviews.
• Processes and reconciles daily debt reimbursements and commission adjustments as needed.
• Supports the Policy Administration team and other departments on an as-needed basis.
• Willing 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:

• Must have good mathematical, analytical, organizational and problem solving skills and attention to detail.
• Effective communication and presentation skills, both verbal and written. 

• Strong phone presence and skills in handling escalated calls under pressure.
• 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.

• Strong computer skills and the ability to navigate multiple systems and programs including MicroSoft Office, proprietary systems and other technology solutions.
• Excellent interpersonal skills are required, including a high degree of professionalism.

• 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:

• 2 years of agency administration experience required.
• Minimum 3 years of life insurance and/or annuity experience preferred.

Education:

• High School Diploma or Equivalent required.

Working Conditions:

• On-Site Location: West Des Moines, Iowa.
• 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/.