Sales Support Specialist II

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 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 websites, annuity illustration software, sales and marketing programs, annuity product questions, American Equity 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 Director and Internal Sales Consultant.
• Regularly assists American Equity 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 American Equity’s 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 American Equity ambassadors 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.