Supervisor, New Business Contact Center at Fidelity & Guaranty Life Insurance Company

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Full Time

Start Date

Immediate

Expiry Date

08 Jan, 26

Salary

0.0

Posted On

10 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Problem Solving, Communication, Relationship Management, Training, Compliance, Documentation, Performance Management, Process Improvement, Business Continuity Planning, Escalation Management, Analytical Skills, Team Management, Vendor Performance, Employee Development

Industry

Insurance

Description

Job Summary This position leads a New Business Contact Center team that serves as the point of contact for our agents, agencies, and IMOs. This position functions as a reactive and proactive liaison between agent inquiries relating to Life/Annuity New Business applications and Underwriting/Suitability questions. This individual will research, document, and resolve escalated agent inquiries with emphasis on the Life and Annuity New Business functions. Duties and Responsibilities Schedule and monitor phone coverage for all inbound calls. Ensure Contact Center team achieves required phone coverage. Review, analyze, monitor, and maintain reports of associate activities. Participate in the development and implementation of Business Continuity Planning for the New Business Contact Center Team. Research and track documents and resolve complex service issues. Handle escalated phone calls involving service issues or training needs. Adhere to company policies and legal requirements regarding sales and product compliance. Lead and manage the New Business Contact Center team that proactively responds to all New Business inquiries from our distribution partners. Schedule and monitor the successful training of New Business Contact Center team members. Create and manage New Business Contact Center team member performance standards and reviews. Conduct monthly face-to-face status updates with each member of the New Business Contact Center team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee job satisfaction. Maintain PTO schedule for the New Business Contact Center team. Experience and Education Requirements AA or BA degree preferred. Relevant experience considered in lieu of degree. 5+ years in customer contact center, preferably in the insurance or financial services industry with focus on customer service, documentation and/or processing. 1+ years in a leadership capacity. Demonstrated strong customer relationship management, with previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities. Successful completion of insurance related education such as LOMA or CLU coursework 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. Proactively identifies opportunities to serve the customer. Drives effective communication and information exchange across business units. Identifies opportunities to use innovative processes. Seeks opportunities to cultivate relationships with established contacts in their network. Proactively identifies opportunities for others to develop key knowledge, skills and abilities. Understands and demonstrates commitment to the departmental vision, strategy, change initiatives and goals. Makes decisions and sets priorities; involves others in decisions that impact them when appropriate. Leads initiatives to improve service levels and enhance associate engagement. Identifies and drives quantitative analysis. Responsible for timely production of deliverables. Supports 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. Other Requirements Perform other functions, duties and projects, as assigned. Regular and punctual attendance. Some travel may be required (less than 10%). #LI-JB1 #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 Notice for all Applicants who are California residents under the California Privacy Rights Act. Please click here to review the policy.

Responsibilities

The Supervisor leads a New Business Contact Center team, serving as a liaison for agent inquiries related to Life/Annuity New Business applications. Responsibilities include managing phone coverage, resolving escalated inquiries, and ensuring compliance with company policies.