Sales Support Specialist II

American Equity Investment Life Insurance Company is a leading provider of annuity solutions designed to help clients protect and grow retirement income. Part of Brookfield Wealth Solutions, we partner with more than 40,000 financial professionals and help fund over half a million retirements nationwide. Recognized by Newsweek as one of America’s Most Trustworthy Companies and named a Top Workplace in Iowa, American Equity fosters a collaborative and purpose-driven culture where employees are empowered to ignite their passion and help shape the future of financial services.

Headquartered in Des Moines, Iowa, with satellite offices in New York, NY, American Equity provides opportunities for employees to support work across the enterprise, including our sister company, American National, headquartered in Houston, Texas.

GENERAL PURPOSE OF THE JOB:

The Sales Support Specialist II acts as a resource for independent insurance agent, financial professionals and independent marketing organizations in matters relating to American Equity and American National products, value proposition and procedures. The incumbent plays a key role in establishing and strengthening relationships with external business partners, identifying prospecting opportunities, data gathering and assisting with event attendance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Holds priority position in Sales Support inbound phone queue and responds to inbound calls regarding annuity pre-sale and post-sale questions, needs, and concerns.

· Regularly assists internal and external business partners with the following, but not limited to; Public and non-public AEL and AN websites, annuity illustration software, sales and marketing programs, annuity product questions, American Equity and American National procedures, pre-sale requirements, inforce annuity service-related matters, etc.

· Provides superior customer service by meeting department Sales Support Specialist Level II metrics for talk time, re-queues, inbound/outbound quality assurance, and aux time.

· Responsible for onboarding newly appointed independent insurance agents and financial professionals in assigned region and provide lead opportunities to Regional Sales and Internal Wholesaler team.

· Regularly assists American Equity and American National events teams in increasing agent and financial professional attendance in local, regional or national events, primarily through outbound work.

· Maintains knowledge of Customer Excellence, Suitability, and other departments’ procedures impacting insurance agents and financial professionals.

· Proactively asks probing questions for data gathering and customers segmentations purposes.

· Provides useful and timely feedback to direct manager and other stakeholders, from internal and external business partners.

· Effectively navigates company CRM, policy administration software, and other software to fulfill day-to-day request, such as; locating policy information, running production reports and creating illustrations.

· Periodically, assists in outbound overflow work from other teams as directed by manager.

· May occasionally act as a company ambassador for in-office and remote events, if coverage is needed

· Serves as a mentor and trainer for employees migrating from Sales Support Specialist Level I to Level II.

· Performs other related work as assigned.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: 0

General Description of Indirect Reports (2 and 3-downs): None

EDUCATION AND/OR EXPERIENCE:

· Bachelor’s degree or equivalent experience required, or

· 2+ years of progressive relationship management experience in the insurance/financial industries required OR 3+ years of customer service/operational sales experience in the insurance/financial services

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

AAPA, ACS, FLMI designations a plus, but not required

KNOWLEDGE, SKILLS AND ABILITIES:

· Strong customer service orientation.

· Effective verbal and written communication skills.

· Ability to provide candid, supportive feedback for the development of others.

· 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 write reports, business correspondence, and procedure manuals.

· Ability to effectively present information and respond to questions.

· Ability to read, analyze, and interpret general business periodicals, professional journals and technical/operational procedures.

· 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.

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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.