GENERAL PURPOSE OF THE JOB:   

This early career Distribution Support Specialist role is designed for motivated recent college graduates who are eager to learn the business and grow into a long-term career path. In this role, you’ll gain hands-on experience through a fast ramp up period, learning all areas of Operations to perform your responsibilities effectively. From there, you’ll have opportunities to explore future career paths through targeted development, job shadowing, and intentional exposure to accelerate your path toward a future role in sales/distribution, management, operations or other areas aligned with your interests.

As part of American Equity’s Early Talent Program, you’ll benefit from mentorship, professional development, and meaningful networking opportunities. Our cohort-based model fosters connection, collaboration, and broad exposure across the business, giving you a well-rounded foundation to start your career.‑career ‑up period, learning all areas of Operations to perform your responsibilities effectively. From there, you’ll have opportunities to explore future career paths through targeted development, job shadowing, and intentional exposure to accelerate your path toward a future role in sales/distribution, management, operations or other areas aligned with your interests.

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Provides an exceptional experience to assigned by answering phone calls or messages promptly and professionally, addressing inquiries, completing transactions and resolving issues with empathy and efficiency.
• Builds relationship, rapport and trust with advisors and distribution team.
• Runs reports for internal/external customers as needed.
• Looks for opportunities to surprise, delight and exceed customer expectations with each customer interaction.

• Ensures customer files, reports and profiles are adequately maintained.

• Builds and maintains robust knowledge of American Equity’s products, servicing and new business processes that are important to provide exceptional servicing support to our agents and their offices.
• Delivers best-possible escalated business case outcomes to internal and external business partners through phone, chat, and email correspondence.
• Manages time and productivity, creates operating efficiencies, leverages existing systems.

• Provides high levels of customer satisfaction by reviewing feedback and customer satisfaction metrics. Makes the appropriate changes to ensure customer satisfaction.

• Helps drive operational improvements based on feedback from our distribution partners, agents and feedback from other internal customers.
• Performs other related work as assigned.

SUPERVISORY RESPONSIBILITIES:

 

Direct Reports: None

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

 

EDUCATION AND/OR EXPERIENCE:  

• Bachelor’s degree in business or other related field plus preferred (2) or more years of experience required; or equivalent combination of education and experience.
• Preferred experience in the areas of relationship management or concierge level service in the insurance/financial services

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

AAPA, ACS, FLMI designations preferred, but not required.

KNOWLEDGE, SKILLS AND ABILITIES:   

• Strong customer service orientation.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to build strong relationships, trust and rapport.
• Strong 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 and business correspondence.
• 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 successfully handle pressure and meet deadlines in a fast-paced work environment.