Claims Customer Contact Representative at Fidelity & Guaranty Life Insurance Company

Worldwide

<p><strong>Job Summary</strong></p> <p>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.</p> <p><strong>Duties and Responsibilities</strong></p> <ul> <li>Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly and thoroughly.</li> <li>Manage large volume of inbound calls in a timely manner.</li> <li>Efficiently research and document call reason and resolution, with focus on privacy regulations.</li> <li>Handle inquiries in the best interest of the customer and company.</li> <li>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&amp;G customers.</li> </ul> <p><strong>Experience and Education Requirements</strong></p> <ul> <li>High School degree</li> <li>1+ year in customer service or call center, preferably in the insurance industry.</li> </ul> <p><strong>Knowledge, Skills &amp; Abilities</strong></p> <ul> <li>Demonstrates basic understanding of how F&amp;G is structured and the products/service offerings within respective coverage area.</li> <li>Maintains effectiveness in a changing internal environment, such as assignment to a new role or functional group.</li> <li>Handles customer questions and concerns in a timely and professional manner.</li> <li>Demonstrates an awareness of workloads, assists team members regardless of who owns the task.</li> <li>Begins to develop skillset to frame message to audience appropriately with coaching and guidance.</li> <li>Develops awareness of new techniques, methods, and practices.</li> <li>Demonstrates basic awareness and understanding of digital techniques, methods, and tools used at F&amp;G.</li> <li>Interacts with customers appropriately on an as-needed basis.</li> <li>Asks thoughtful questions to understand business objectives or desired outcomes.</li> <li>Demonstrates ability to self-organize, set priorities, and manage workload.</li> <li>Demonstrates basic understanding of how current job fits into the organizational vision.</li> <li>Demonstrates awareness of workload and shares updates on availability with manager</li> <li>Understands and works to improve basic processes and systems.</li> <li>Understands basic data concepts.</li> <li>Accepts and owns assigned project tasks; understands impact within the team or organization.</li> <li>Understands expectations for interaction with vendors</li> <li>Contributes to deliverables by executing work and providing team members with appropriate status updates.</li> <li>Demonstrates risk awareness and understands risk mitigation strategies.</li> </ul> <p><strong>Other Requirements:</strong></p> <ul> <li>This position primarily involves sedentary work, requiring long periods of sitting, regular use of a computer, and occasional standing or walking, with reasonable accommodations available.</li> <li>Perform other functions, duties and projects as assigned</li> <li>Regular and punctual attendance</li> <li>Some travel may be required (less than 10%)</li> </ul> <p>&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">#LI-JB1</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">#LI-Remote</p> <p>&nbsp;</p><div class="content-conclusion"><h3><strong>Additional Information </strong></h3> <p><strong>Work Environments</strong></p> <p>F&amp;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.</p> <p>F&amp;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&amp;G.&nbsp; If reasonable accommodation is needed to participate in the job application or interview process, please contact <a href="mailto:talentacquisition@fglife.com">talentacquisition@fglife.com.&nbsp;</a></p> <p>Join our employee-centric hybrid work environment: <a href="https://www.fglife.com/about/culture.html">F&amp;G Careers</a></p> <p><strong>About F&amp;G</strong></p> <p>Since 1959, Fidelity &amp; Guaranty Life Insurance Company (F&amp;G) has offered annuity and life insurance products to those who are seeking security in retirement and protection during life’s unexpected events.</p> <p>As a national Top Workplace¹, an Iowa Top Workplace² and a proud equal opportunity employer, F&amp;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.</p> <p>¹<a href="https://topworkplaces.com/company/fidelity-guaranty-life/desmoinesregister/"><strong>Top Workplaces USA 2022 – 2023 </strong></a></p> <p>²<a href="https://topworkplaces.com/company/fidelity-guaranty-life/desmoinesregister/"><strong>Des Moines Register Top Workplaces 2018 – 2022 </strong></a></p> <p>&nbsp;</p> <p><img alt="" style="max-width: 100%;">Notice for all Applicants who are California residents under the California Privacy Rights Act. Please click <a href="https://assets.fglife.com/is/content/fglife/web-assets/public-site/privacy-policy/CCPA%20Privacy%20Policy.pdf" target="_blank">here</a> to review the policy.&nbsp;</p></div>