Job Summary
This position leads a New Business Contact Center team that serves as the point of contact for our agents, agencies, and IMOs. This position functions as a reactive and proactive liaison between agent inquiries relating to Life/Annuity New Business applications and Underwriting/Suitability questions. This individual will research, document, and resolve escalated agent inquiries with emphasis on the Life and Annuity New Business functions.
Duties and Responsibilities
- Schedule and monitor phone coverage for all inbound calls.
- Ensure Contact Center team achieves required phone coverage.
- Review, analyze, monitor, and maintain reports of associate activities.
- Participate in the development and implementation of Business Continuity Planning for the New Business Contact Center Team.
- Research and track documents and resolve complex service issues.
- Handle escalated phone calls involving service issues or training needs.
- Adhere to company policies and legal requirements regarding sales and product compliance.
- Lead and manage the New Business Contact Center team that proactively responds to all New Business inquiries from our distribution partners.
- Schedule and monitor the successful training of New Business Contact Center team members.
- Create and manage New Business Contact Center team member performance standards and reviews.
- Conduct monthly face-to-face status updates with each member of the New Business Contact Center team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee job satisfaction.
- Maintain PTO schedule for the New Business Contact Center team.
Experience and Education Requirements
- AA or BA degree preferred.
- Relevant experience considered in lieu of degree.
- 5+ years in customer contact center, preferably in the insurance or financial services industry with focus on customer service, documentation and/or processing.
- 1+ years in a leadership capacity.
- Demonstrated strong customer relationship management, with previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.
- Successful completion of insurance related education such as LOMA or CLU coursework preferred.
Knowledge, Skills & Abilities
- Understands how respective coverage area operates within the context of the industry.
- Quickly processes information and develops solutions in real-time, with practical, measurable business benefits.
- Proactively identifies opportunities to serve the customer.
- Drives effective communication and information exchange across business units.
- Identifies opportunities to use innovative processes.
- Seeks opportunities to cultivate relationships with established contacts in their network.
- Proactively identifies opportunities for others to develop key knowledge, skills and abilities.
- Understands and demonstrates commitment to the departmental vision, strategy, change initiatives and goals.
- Makes decisions and sets priorities; involves others in decisions that impact them when appropriate.
- Leads initiatives to improve service levels and enhance associate engagement.
- Identifies and drives quantitative analysis.
- Responsible for timely production of deliverables.
- Supports monitoring of vendor performance; identifies and escalates issues; develops processes to maximize vendor performance.
- Demonstrates ability to develop solutions in real time with practical, measurable business benefits; supports long term business unit or department planning.
Other Requirements
- Perform other functions, duties and projects, as assigned.
- Regular and punctual attendance.
- Some travel may be required (less than 10%).
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Work Environments
F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role.
F&G complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for F&G. If reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected].
Join our employee-centric hybrid work environment: F&G Careers
About F&G
Since 1959, Fidelity & Guaranty Life Insurance Company (F&G) has offered annuity and life insurance products to those who are seeking security in retirement and protection during life’s unexpected events.
As a national Top Workplace1, an Iowa Top Workplace2 and a proud equal opportunity employer, F&G team members are empowered, collaborative, dynamic and authentic. We believe that by embracing these values, we will continue to build and strengthen the company while continuing to be a great place to work.
1Top Workplaces USA 2022 – 2023
2Des Moines Register Top Workplaces 2018 – 2022
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