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 and 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.
Experience and Education Requirements
High School degree
1+ year in customer service or call center, preferably in the insurance industry.
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.
Other Requirements:
Perform other functions, duties and projects as assigned
Regular and punctual attendance
Some travel may be required (less than 10%)
#LI-MH1
#LI-Remote
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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