Job Summary
This position is responsible for managing a large volume of inbound calls in a timely manner and providing accurate information to phone inquiries regarding life and annuity claims. This position has no supervisory responsibilities
Duties & Responsibilities
- Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly and thoroughly.
- Manage large volume of inbound calls in a timely manner.
- Efficiently research and document call reason and resolution, with focus on privacy regulations.
- Handle inquiries in the best interest of the customer and company.
- Provide quality service and support to a variety of areas including but not limited to Financial Advisors, Claimants, Exchange Companies/Funeral Home Assignment Companies. Follow documented procedures and guidelines when providing service to F&G customers.
Supervisory Responsibilities: This role does not have formal people leadership responsibilities but may provide guidance, mentorship, or subject matter expertise to others.
Knowledge, Skills & Abilities
- Demonstrates basic understanding of how F&G is structured and the products/service offerings within respective coverage area.
- Maintains effectiveness in a changing internal environment, such as assignment to a new role or functional group.
- Handles customer questions and concerns in a timely and professional manner.
- Demonstrates an awareness of workloads, assists team members regardless of who owns the task.
- Begins to develop skillset to frame message to audience appropriately with coaching and guidance.
- Develops awareness of new techniques, methods, and practices.
- Demonstrates basic awareness and understanding of digital techniques, methods, and tools used at F&G.
- Interacts with customers appropriately on an as-needed basis.
- Asks thoughtful questions to understand business objectives or desired outcomes.
- Demonstrates ability to self-organize, set priorities, and manage workload.
- Demonstrates basic understanding of how current job fits into the organizational vision.
- Demonstrates awareness of workload and shares updates on availability with manager
- Understands and works to improve basic processes and systems.
- Understands basic data concepts.
- Accepts and owns assigned project tasks; understands impact within the team or organization.
- Understands expectations for interaction with vendors
- Contributes to deliverables by executing work and providing team members with appropriate status updates.
- Demonstrates risk awareness and understands risk mitigation strategies.
Minimum Qualifications
- High School Diploma or GED
•
1+ year of relevant experience in customer service or call center, preferably in the insurance industry
Other Requirements
- This position primarily involves sedentary work, requiring long periods of sitting, regular use of a computer, and occasional standing or walking, with reasonable accommodations available.
- Perform other functions, duties and projects as assigned
- Regular and punctual attendance
Ability to travel up to: 10% of the time
#LI-JB1
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Additional Information
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 Workplace 1 , an Iowa Top Workplace 2 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.
1 Top Workplaces USA 2022 – 2023
2 Des Moines Register Top Workplaces 2018 – 2022
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