Complex Solutions Specialist
Complex Solutions Specialist
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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 crossfunctional teams to resolve complex issues efficiently.
- Ensure proper followup 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 clientcentric approach.
- Identify and mitigate risk associated with escalated inquiries ensuring that solutions are compliant and uphold the organizations 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.
- 35 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 indepth 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 inperson.
- 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
#LIMH1
#LIRemote
Additional Information
Work Environments
F&G believes in an employeecentric flexible environment which is why we offer the ability for inoffice hybrid and remote work arrangements. During the hiring process youll 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
Join our employeecentric 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 lifes 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
2Des Moines Register Top Workplaces
Notice for all Applicants who are California residents under the California Privacy Rights Act. Please click here to review the policy.
Required Experience:
Unclear Seniority
Employment Type
Full Time
