Senior New Business Customer Contact Representative

Job Summary

This position is responsible for managing a large volume of inbound calls in a timely manner, providing accurate information to phone inquiries regarding Life and Annuity new business. This individual assists the New Business Customer Contact Center Representative I and II in research, review and resolution of complex customer issues.

Duties and Responsibilities

• Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly, thoroughly and efficiently. Efficiently research and document call reason and resolution, with focus on privacy regulations, processes and procedures
• Handle inquiries in the best interest of the customer and company
• Assists in handling complex customer issues and escalations.
• Acts as a peer mentor to new hires and less tenured representatives
• Provide quality service and support to a variety of areas including but not limited to Financial Advisors, Policy Holders, and Internal Business Partners
• Some administrative tasks/duties
• Service as a back-up in team lead’s absence, handling queue monitoring and more escalated situations

Experience and Education Requirements

• High School degree
• 3+ year in customer service or call center, preferably in the insurance or financial services industry with focus on customer service, documentation and/or processing

Knowledge, Skills & Abilities

• Demonstrates high level 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.
• Displays a strong skillset to frame message to audience appropriately with limited
• coaching and guidance.
• Displays expert awareness of new techniques, methods, and practices.
• Demonstrates high level awareness and understanding of digital techniques, methods, and tools used at F&G.
• Interacts with customers appropriately on an as-needed basis.
• Handles complex cases towards resolution
• Asks thoughtful questions to understand business objectives or desired outcomes.
• Displays an ability to work through customer situations independently.
• Demonstrates ability to self-organize, set priorities, and manage workload.
• Demonstrates high level understanding of how current job fits into the organizational vision.
• Demonstrates a heightened awareness of workload and shares updates on availability with manager
• Understands and actively works to improve basic processes and systems.
• Understands advanced 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%)

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 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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Originally posted on Himalayas