Job Summary
The Complex Solutions Specialist will serve as a key point of contact for escalated inquiries providing timely and effective resolutions. This position functions as a proactive liaison between Operations and and Sales departments to resolve annuity New Business issues. This position reports to Annuity New Business, Supervisor and has no direct reports.
Duties and Responsibilities
- Serve as key point of contact for escalated inquiries.
- Effectively monitor and prioritize escalated emails based on urgency and impact, ensuring timely responses to critical issues.
- Maintain a high level of productivity while managing the email inbox, minimizing response time without compromising quality.
- Leverage internal resources and collaborate with cross-functional teams to resolve complex issues efficiently.
- Ensure proper follow-up on resolved issues to confirm satisfaction and prevent recurrence.
- Monitor and handle additional team inboxes to assist teammates and resolve complex situations.
- Show understanding and empathy towards the concerns of financial institutions, reinforcing a client-centric approach.
- Identify and mitigate risk associated with escalated inquiries, ensuring that solutions are compliant and uphold the organization’s reputation.
- Implement an effective communication plan based on internal/external business partner preference to provide quality customer service.
- Articulate responses that clearly address the concerns raised in emails, ensuring the language is appropriate for financial institutions and stakeholders.
- Keep accurate records of escalated issues and resolutions for future reference and learning.
- Anticipate potential escalations based on previous trends and develop solutions before issues arise.
- Provide support and mentorship to junior team members, sharing knowledge and best practices for managing escalated inquiries.
- Provide regular feedback to management on common escalations and potential areas for improvement in processes or communication.
Experience and Education Requirements
- AA or BA degree preferred.
- Relevant experience considered in lieu of degree.
- 3-5 years of experience within the financial services or insurance industry. At least 1 year of annuity experience.
- Experience handling escalated phone calls involving service issues or training needs.
- Experience with annuity products and services is highly desirable.
- Successful completion of Life Insurance related education such as LOMA or CLU coursework strongly preferred.
Knowledge, Skills & Abilities
- Possess in-depth knowledge of the products and services offered to financial institutions, enabling effective resolution of complex issues.
- Adheres to company policies and legal requirements regarding sales and product compliance.
- Fosters a collaborative environment by encouraging open communication and teamwork among members.
- Builds knowledge of internal and external business partners through collaboration and communication.
- Develops and sustains effective working relationships with a wide range of stakeholders, including team members, virtually and in-person.
- Understands how the functional units interact with each other; recognizes business changes within coverage area and the impact.
- Understands and demonstrates commitment to the departmental vision, strategy, change iniatives and goals.
Other Requirements
- Perform other functions, duties and projects as assigned
- Regular and punctual attendance
- Some travel may be required
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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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What We Do
Established in 1959, F&G is headquartered in Des Moines, Iowa, and offers unique life insurance and annuity solutions to meet individual financial security needs through a national network of financial professionals. Our products have protected over 700,000 people across the United States.
F&G is a company of individuals who believe in the power of partnerships, encourage innovation and creativity, and are transparent about decisions while delivering on their commitments. These values allow F&G to help you turn your aspirations into reality.
