Disbursement Review Specialist

The Disbursement Review Specialist works collaboratively with team members, as well as independently, to accomplish daily tasks and duties, with the ultimate goal of providing excellent customer service. This individual reviews highly complex financial transactions requested by owners of annuity contracts and life policies including but not limited to, withdrawals, surrenders, transfers, 1035 Exchanges and life policy loans, withdrawals and surrenders. The Disbursement Review Specialist is expected to communicate effectively, manage multiple concurrent tasks and be responsive and open to change.

Essential Duties and Responsibilities:

• Creates well written documentation upon reviewing customers request for the processors ability to respond to agent, independent marketing organization and policy holder inquiries by clarifying desired information, researching, locating and providing information.
• Helps to identify computer system deficiencies and works with department manager in preparing requests for programming updates and modifications.
• Participates in the testing of new enhancements to administration systems and works with IT to correct any errors.
• Escalates issues to management and assists with solving issues that are without procedures or precedent.
• Reviews and interprets all paperwork, exercises good judgement and decision making for requesting exceptions. Follows through with solid communication to other departments regarding exceptions or changes in procedures.
• Trains new staff on EquiTrust's processes, procedures and state regulations.
• Leads by example and provides a positive influence within the department.
• Meets job specific quantitative and qualitative performance standards and metrics.
• Communicates verbally and in writing with contract owners, agents and other financial institutions regarding financial information.
• Reviews financial transactions and requests including, withdrawals, surrenders, 1035 Exchanges and rollovers, conservation communications, life policy loans, withdrawals and surrenders, and unique or technical correspondences, etc.
• Supports the Policy Administration and/or other departments on an as needed basis.
• Willingly takes on additional responsibilities as requested in order 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 and inclusive work environment.

Skills and Abilities:

• Must possess a professional and friendly attitude and be able to quickly develop rapport with customers over the phone.
• Ability to learn and retain a large amount of detailed information regarding EquiTrust's life and annuity products
• Must have good mathematical, analytical, organizational and problem solving skills with a high level of attention to detail.
• Must be able to communicate effectively using verbal and written methods.
• Strong phone presence and skills in handling escalated calls under pressure.
• Ability to prioritize workflows, establish and meet deadlines and manage multiple concurrent tasks.
• Ability to work effectively in a variety of situations and respond to change in a positive manner.
• Intermediate computer skills and the ability to navigate multiple systems and programs including Microsoft Office, proprietary systems and other technology solutions.
• Strong interpersonal skills are required, including a high degree of professionalism.
• Ability to meet attendance and punctuality standards.
• Carries out responsibilities in a manner that is consistent with EquiTrust's Core Values and focus on customer service; helps to create an environment of openness and trust for all employees and strives for continued professional skills development.

Training or Work Experience:

• Minimum 1 year of life insurance and/or annuity experience preferred.
• Minimum 6 months inforce financial processing experience preferred.

Education:

• High School Diploma or Equivalent required.

Working Conditions:

• On-Site Location: West Des Moines, Iowa.
• 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/applicant-notices/.