Senior New Business Customer Contact Representative
Senior New Business Customer Contact Representative
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
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 leads 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%)
#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 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 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 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:
Senior IC
Employment Type
Full Time
