Relationship Coordinator: West Des Moines, IA/Hybrid
February 13, 2024 by Virtual Career Fair
The Relationship Coordinator will serve as a liaison between the Agency and New Business departments and the Contact Center to strengthen existing internal business relationships. This position will collaborate with management to devise customer engagement strategies to accomplish daily tasks and duties with the goal of providing excellent customer service and business solutions. The Relationship Coordinator involves systematic identification, analysis, monitoring, and improvement of stakeholder relationships in order to target and improve mutually beneficial outcomes. The coordinator will identify customer priorities for services in alignment with desired business outcomes. The Relationship Coordinator is expected to communicate effectively, handle and resolve complaints and escalations as they arise, prioritize tasks to meet established deadlines, and help grow the customer service experience.
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Essential Duties and Responsibilities:
Analyzes emails, problem resolution requests and outstanding not in good order requirements according to EquiTrust policy and guidelines.
Serves as the primary point of contact within the New Business and Agency processing teams for escalations of operational issues.
Responds to colleagues within the Policy Administration department to clarify required information, including researching, locating, and providing follow-up responses.
Develops and manages relationships with internal departments: Agency, New Business, and Contact Center. Identifies business needs, service requirements, key issues, alternative solutions, and resources for the clients and business.
Assists with developing and implementing strategies within the Agency, New Business, and Contact Center to help the department grow and increase customer service experience.
Identifies procedure and processing gaps within the Agency, New Business, and Contact Center to increase operational efficiency and improve the customer service experience.
Builds strategic relationships between the New Business and Agency teams and the Contact Center & establishes parameters to build collaborative efforts.
Writes Business Requirements showing current customer relations and suggests future strategies to promote business growth.
Proactively solves conflicts and addresses issues that could occur between the Agency, New Business, and Contact Center.
Assists with the implementation of operational technologies.
Leads by example and provides a positive influence within the department.
Provides training and coaching opportunities with feedback from external customers.
Supports the Policy Administration team and other departments on an as-needed basis.
Willingly takes on additional responsibilities as requested to accomplish department and company objectives.
Actively participates and contributes to the goals and objectives of the company by working collaboratively and fostering a positive work environment.
Skills and Abilities:
Ability to learn and retain a large amount of detailed information regarding EquiTrust Life and Annuity products.
Professional communication and presentation skills; verbal and written skills working with all levels of internal and external customers.
Strong analytical skills and attention to detail and accuracy.
Must have good mathematical, organizational, and problem-solving skills.
Ability to lead and prioritize multiple tasks and responsibilities to establish and meet deadlines.
Strong commitment to exceptional customer service experience delivery.
Ability to establish positive relationships and work effectively with all departments and affiliates to ensure strategic goals and principles are integrated.
Strong contributor and team player with high standards for productivity and the ability to work in a fast-paced environment.
Self-starter with the ability to work independently.
Highly motivated, well-organized, and client-focused.
Intermediate computer skills and ability to navigate multiple systems and programs.
Carries out responsibilities in a manner that is consistent with EquiTrust Core Values and focuses on customer service.
Training or Work Experience:
3 years of new business and/or agency processing experience required.
2 years of internal or external customer relationship experience required.
Minimum 4 years of life and annuity experience preferred.
Education:
High School Diploma or Equivalent required.
Working Conditions:
On-Site Location: West Des Moines, Iowa – Hybrid.
Business Travel: Travel not required/likely.
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EquiTrust is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. Applicants have rights under federal and state employment laws. To learn more, visit https://www.equitrust.com/careers/opportunities/federal-and-state-employment-laws/.
