Work in Iowa Disability Jobs

Job Information

American Equity Quality Control Specialist II, Shared Services in West Des Moines, Iowa

Description

GENERAL PURPOSE OF THE JOB:

The Quality Control Specialist II is responsible for monitoring and reviewing the performance accuracy from Operational Processors and/or Phone Representatives for consistent and ongoing alignment with company standards and established policies/procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Performs all duties of the Quality Control Specialist I as needed.

  • Audits 70% of all Tier II Operations transactions along with processes that are completed outside of Operations that are in direct relation to workflow.

  • Creates audit workflow and procedures when new processes are created for the Quality Control team.

  • Identifies opportunities in Operation processes/procedures and works with different business units to implement improvements.

  • Assists in maintaining the Quality Control email inbox.

  • Participates in team meetings.

  • Assists in training of others on team when needed.

  • Performs other related work as assigned.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: 0

General Description of Indirect Reports (2 and 3 downs): 0

EDUCATION AND/OR EXPERIENCE:

  • High school diploma or general education degree (GED); plus a minimum of 3 years related experience; or equivalent combination of education and experience.

  • Bachelor’s degree preferred.

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

Coursework towards LOMA designations AAPA, ACS, and/or FLMI desired but not required.

KNOWLEDGE, SKILLS AND ABILITIES:

  • Knowledge of annuity product provisions and procedures.

  • Strong customer service orientation and interpersonal skills.

  • Strong verbal and written communication skills including the ability to speak effectively in small group settings, with management or other departments.

  • Strong active listening skills.

  • Mathematical skills with strong attention to detail and high level of accuracy.

  • Ability to maintain composure and professionalism in all situations.

  • Ability to multi-task and work effectively by successfully handling pressure and meeting deadlines in a fast-paced environment.

  • Ability to apply de-escalation skills in situations.

  • Ability to work in a team-oriented environment.

  • Ability to read, interpret, comprehend, and explain documents such as annuity contracts, instructions, websites, forms, and procedure manuals.

  • Analytical and problem-solving skills with ability to deal with problems involving several concrete variables in standardized situations.

  • Ability to work cooperatively and successfully with employees, customers, and other outside third parties.

  • Willingness and ability to learn with high retention ability of large amounts of detailed information.

  • Ability to maintain confidentiality.

  • Proficient in the use of Microsoft Office Suite.

  • Travel is not required in this position.


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.

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