Contact Center Representative II

TruStage

. Manage a high volume of inbound customer calls for TruStage Life and AD&D products .

Posted 10/9/2026full-timeWaverly • Iowa • United StatesMid-LevelSenior💰 $46,800 - $63,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates exceptional customer service abilities, strong critical thinking, and problem-solving skills while effectively managing high volumes of customer interactions. Proficient in navigating multiple systems and adapting to new tools and processes to meet performance targets.

Highest-signal resume keywords

Customer Service AbilitiesCritical ThinkingProblem-SolvingVerbal Communication SkillsActive Listening

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Policy EducationTransaction InvestigationRecord MaintenanceLead GenerationPolicy Change Facilitation

Soft Skills

EmpathyProfessionalismAttention to DetailAdaptabilityTime Management

Tools & Technologies

Multiple SystemsSoftware ApplicationsCompany-Specific Tools

Industry Keywords

Inbound Customer CallsTruStage Life ProductsAD&D ProductsCustomer InteractionsPerformance Targets

About the role

Key responsibilities & impact

Manage a high volume of inbound customer calls for TruStage Life and AD&D products
Educate customers on policy provisions
Interpret financial and non-financial information
Investigate transaction and policy or certificate change statuses
Address questions and resolve customer issues
Facilitate policy changes as needed
Generate leads for sales representatives
Manage peer calls through the Help Line
Provide one-on-one or small-group training and coaching to colleagues
Diagnose and resolve customer issues in a timely and professional manner
Demonstrate empathy and professionalism in customer interactions
Maintain accurate records of all customer interactions
Meet or exceed performance targets for efficiency, quality, attendance, adherence, and cross sales

Requirements

What you’ll need

High school diploma or equivalent work experience required
Exceptional customer service abilities, with a proven history of building positive rapport and resolving issues
Excellent verbal and written communication skills
Strong active listening abilities
Strong critical thinking and problem-solving abilities
Ability to navigate multiple systems, platforms, and applications efficiently
Comfort learning new software and technology quickly
Willingness and ability to quickly learn company-specific tools, software, and processes
Must attend required training and apply knowledge to daily tasks
Ability to manage multiple tasks simultaneously while delivering quality service and attention to detail
Ability to adapt to changes in processes, tools, and customer expectations
Resume required to apply

Benefits

Comp & perks

Annual incentive (bonus) plan may be available
Medical insurance
Dental insurance
Vision insurance
Employee assistance program
Life insurance
Disability plans
Parental leave
Paid time off
401(k)
Tuition reimbursement
Flexible workplace and work-life balance support
Career growth opportunities
Retirement assistance
Workplace flexibility, including working in a preferred location
Technology and other tools supporting hybrid working