• Schedule and monitor phone coverage for inbound calls and outbound calls as assigned for projects, relationship building, and to resolve issues with new business applications.
• Oversee the processing of new business applications for top producing agents and owning of submitted applications from the time the case is submitted to the point the case is issued.
• Ensure key accounts team achieves required phone and transaction performance.
• Implement an effective communication plan based on agent preferences.
• Serve as a liaison between agents or distribution partners and Policyholder Services, Commissions Contracting & Licensing, Legal, third party administrators and other internal departments as needed.
• Review, analyze, monitor and maintain reports for agent activities. Analysis of these reports will be provided to the VP of Client Services & Claims for the purpose of helping to shape sales support strategies.
• Participate in the development and implementation of Business Continuity Planning for the Key Account team.
• Handle escalated phone calls involving service issues or training needs.

• Resolve complex operational issues pertaining to product clarification and illustrations.
• Resolve problems and guide agents in software usage and web initiatives.
• Keep top producing agents up-to-date on products and services, marketing programs, compliance regulations, and industry developments. Help ensure the success of the consumer sales/marketing plan through outreach to top producing agents.

• Lead and manage the key accounts team, continuously improving our ability to quickly resolve outstanding requirements and issue pending annuity business.
• Create and manage performance standards & reviews.
• Schedule and monitor the successful training of team members.
• Conduct monthly face-to-face status updates with each member of the Key Account Specialist team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee engagement.

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 6+ years of experience working with an annuity case management team, with emphasis on processing or call center management, and/or other previous industry experience. 2+ 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 Life insurance related education such as LOMA or CLU coursework strongly preferred.

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.

Join our employee-centric hybrid work environment: fglife.com/about/culture.html

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 an Iowa Top Workplace1 and a proud equal opportunity employer, F&G employees 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.

1Des Moines Register Top Workplaces 2018-2021.

Link: https://topworkplaces.com/company/fidelity-guaranty-life/desmoinesregister/