Job Summary
This position assists in the distribution of workflow and call coverage for the annuity new business case management team. This team serves as the point of contact for our annuity agents, agencies and IMOs. This role is responsible for developing and implementing all training material and documentation, as well as maintaining all quality assurance for the team. The team lead functions as a reactive and proactive liaison between escalated agent inquiries relating to annuity product, new business, and suitability questions.
Duties and Responsibilities
- Assist the manager and/or supervisor with distribution of incoming annuity new business for the annuity case management team.
- Assist with the scheduling of phone coverage and quality assurance monitoring.
- Assist with escalated calls (first line of defense), as necessary.
- Serve as a liaison between independent producers, their uplines, third party administrators, Commissions Contracting & Licensing, Suitability, Legal/Compliance and other departments as needed.
- Research and track documents, and resolve complex service issues with emphasis on a designated function.
- Assist in the research, documentation and resolution of agent inquiries.
- Research and track documents, and resolve complex service issues with emphasis on a designated function.
- Resolve moderate sales/operational needs/inquiries as it pertains to product clarification or pending new business.
- Assist with team members’ performance standards & reviews.
- Assist with monthly face-to-face status updates with each member of the team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee engagement.
- Lead, design, develop and implement all internal training for the annuity new business case management team. This includes new-hire onboarding through day to day responsibilities.
- Develop and identify training opportunities and quality measurements to ensure expectations and service standards are met. Provide analysis and recommendations to management.
- Serve as backup to manager in order to gain exposure and experience in preparation for career advancement.
Experience and Education Requirements
- AA or BA degree preferred.
- Relevant experience considered in lieu of degree.
- 5+ years of experience working in an annuity case management team, with emphasis on processing or call center management, and/or other previous industry experience.
- Previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.
- Experience handling escalated phone calls involving service issues or training needs.
- Previous experience mentoring other associates and providing feedback regarding the quality of their work.
- Successful completion of Life insurance related education such as LOMA or CLU coursework strongly 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 (i.e., thinks on one’s feet).
- Proactively identifies opportunities to serve the customer.
- Works with other colleagues and leaders to deliver Operations strategy.
- Reads a wide range of audiences and situations and quickly adjusts communication style accordingly; selects appropriate communication channel and tone to deliver tough messages.
- Identifies opportunities to use innovative processes.
- Demonstrates proficiency in digital techniques, methods, and tools used at F&G.
- Seeks opportunities to cultivate relationships with established contacts in their network.
- Provides guidance on what information to gather to achieve business objectives and how to efficiently obtain information that is not easily available.
- Seeks challenging assignments and projects.
- Understands and demonstrates commitment to the departmental vision, strategy, change initiatives, and goals.
- Proactively identifies opportunities to improve department performance and escalates ideas to leadership.
- Leads/participates in process improvement activities.
- Identifies and drives quantitative analysis.
- Owns responsibility for timely production of deliverables.
- Supports with 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.
- Maintains industry regulatory knowledge.
Other Requirements
- Perform other functions, duties and projects as assigned
- Regular and punctual attendance
- Some travel may be required (less than 10%)
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 talentacquisition@fglife.com.
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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Last updated on Aug 21, 2024