Inforce Customer Support Agent (Life)

EquiTrust External•Durham, NC

5d•Hybrid

About The Position

As an Inforce Customer Support Agent (Life), you will play a key role in delivering exceptional service to our policyholders, agents, and business partners. You will handle inquiries and process financial and non-financial transactions related to life insurance policies, ensuring accuracy, responsiveness, and a positive customer experience. In this role, you’ll collaborate closely with the Policy Administration team and cross-functional partners to ensure timely resolution of requests while meeting quality and performance standards. We are looking for individuals who are passionate about customer service, thrive in a dynamic environment, and bring strong communication, organization, and problem-solving skills to our team. At EquiTrust, we value integrity, teamwork, accountability, leadership, and passion — and we are committed to fostering an inclusive workplace where everyone can contribute and grow.

Requirements

High School Diploma or equivalent required.
Previous contact center or customer service experience preferred.
Professional, friendly demeanor with the ability to quickly build rapport over the phone.
Strong verbal and written communication skills.
Ability to learn and retain detailed product and policy information.
Basic mathematical skills and attention to detail.
Strong organizational and problem-solving skills.
Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
Comfort navigating multiple systems and technology platforms, including Microsoft Office and proprietary systems.
Adaptability and openness to change in a fast-paced environment.
Commitment to delivering excellent customer service while upholding EquiTrust’s Core Values.

Nice To Haves

Experience in financial services or insurance is a plus but not required.

Responsibilities

Respond to inquiries from agents, independent marketing organizations, and policyholders by researching and providing accurate, timely information.
Manage a high volume of inbound calls and service requests efficiently and professionally.
Initiate and process financial transactions such as withdrawals, surrenders, and transfers.
Document all conversations and transactions accurately within internal systems.
Maintain a working knowledge of EquiTrust life insurance products and services.
Meet established quality, productivity, and service performance standards.
Collaborate with Policy Administration and other departments to support business objectives.
Contribute to a positive, inclusive team environment and support continuous improvement efforts.
Take on additional responsibilities as needed to support department and company goals.