Supervisor, Annuity Operations Job at Fidelity & Guaranty Life Insurance Company
Role Summary:
This position leads a team that serves as the single point of contact for the company's top producing annuity agents and financial institutions. This position functions as a proactive liaison between the agents, third-party administrators, Sales, Legal, Claims and Actuarial departments to resolve annuity new business and customer service issues. This individual will conduct appropriate customer outreach to solicit feedback to improve customer service and customize service solutions for individual top producing agents. This individual should have experience working with financial institutions or banks.
- 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.
People Management:
- 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.
Other Requirements:
- Perform other functions, duties and projects as assigned
- Regular and punctual attendance
- Some travel required (less than 10%)
#LI-remote
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/
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