Supervisor, Claims Contact Center

Job Summary

This position leads a Claims Contact Center team that serves as the point of contact for our agents policy owner and policy beneficiary(s). This position functions as a reactive and proactive liaison between agents policy owner and policy beneficiary(s) inquiries relating to Life and Annuity individual will research document and resolve claim inquiries with emphasis on the Life and Annuity products.

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 Claims Contact Center Team.
• Research and track documents and resolve complex service issues with emphasis on a designated function.
• Handle escalated phone calls involving claims service issues and resolve complex issues.
• Adhere to company policies and legal requirements regarding Claims.
• Schedule and monitor the successful training of Claims Contact Center team members.
• Create and manage Claims status updates with each member of the Claims Contact Center team seeking process improvement suggestions discussing employee development plans addressing concerns and gaging overall employee job satisfaction.
• Prepare financial reports; support new reporting and analysis requirements as directed by leadership.
• Maintain PTO schedule for the Claims Contact Center team.

Experience and Education Requirements

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 6 years of experience working with a case management team with emphasis on processing or call center management and/or other previous industry experience.
• 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 strongly 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 (i.e. thinks on ones feet).
• Proactively identifies opportunities to serve the customer.
• Drives effective communication and information exchange among functional areas.
• Reads a wide range of audiences and situations and quickly adjusts communication style accordingly; selects appropriate communication channel and tone to deliver tough messages.
• Identifies opportunities to use innovative processes.
• Ability to coach and mentor colleagues on digital techniques and accelerators used at F&G.
• Seeks opportunities to cultivate relationships with established contacts in their network.
• Provides guidance on what information to gather to achieve business objectives and how to efficiently obtain information that is not easily available.
• Proactively suggests challenging and relevant 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/participates in process improvement activities.
• Identifies and drives quantitative analysis.
• Owns responsibility 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.
• 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%)

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