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