F&
Senior Claims Customer Contact Representative
full-time
About this role
<p><strong>Job Summary</strong></p>
<p>This position is responsible for managing a large volume of inbound calls in a timely manner and providing accurate information to phone inquiries regarding life and annuity claims. This position has no supervisory responsibilities.</p>
<p><strong>Duties and Responsibilities</strong></p>
<ul>
<li>Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly and thoroughly.</li>
<li>Manage large volume of inbound calls in a timely manner.</li>
<li>Efficiently research and document call reason and resolution, with focus on privacy regulations.</li>
<li>Handle inquiries in the best interest of the customer and company.</li>
<li>Provide quality service and support to a variety of areas including but not limited to Financial Advisors, Claimants, Exchange Companies/Funeral Home Assignment Companies. Follow documented procedures and guidelines when providing service to F&G customers.</li>
<li>Act as liason between phone team and claims team.</li>
<li>Assists with phone training for new hires.</li>
<li>Perform weekly quality monitoring for Inbound Custormer Service Representatives. Provide the written review results to the Supervisor.</li>
<li>Proces first notices and/or follow-ups as necessary</li>
</ul>
<p><strong>Experience and Education Requirements</strong></p>
<ul>
<li>High School degree</li>
<li>3+ year in customer service or call center, with life or annuity experience</li>
<li>Experience working in claims preferred</li>
</ul>
<p><strong>Knowledge, Skills & Abilities</strong></p>
<ul>
<li>Demonstrates high level understanding of how F&G is structured and the products/service offerings within respective coverage area.</li>
<li>Maintains effectiveness in a changing internal environment, such as assignment to a new role or functional group.</li>
<li>Handles customer questions and concerns in a timely and professional manner.</li>
<li>Demonstrates an awareness of workloads, assists team members regardless of who owns the task.</li>
<li>Displays strong skillset to frame message to audience appropriately with coaching and guidance.</li>
<li>Displays expertawareness of new techniques, methods, and practices.</li>
<li>Demonstrates high level awareness and understanding of digital techniques, methods, and tools used at F&G.</li>
<li>Interacts with customers appropriately on an as-needed basis.</li>
<li>Asks thoughtful questions to understand business objectives or desired outcomes.</li>
<li>Demonstrates ability to self-organize, set priorities, and manage workload.</li>
<li>Demonstrates high level understanding of how current job fits into the organizational vision.</li>
<li>Demonstrates a heightened awareness of workload and shares updates on availability with manager</li>
<li>Understands and works to improve basic processes and systems.</li>
<li>Understands basic data concepts.</li>
<li>Accepts and owns assigned project tasks; understands impact within the team or organization.</li>
<li>Understands expectations for interaction with vendors</li>
<li>Contributes to deliverables by executing work and providing team members with appropriate status updates.</li>
<li>Demonstrates risk awareness and understands risk mitigation strategies.</li>
</ul>
<p><strong>Other Requirements:</strong></p>
<ul>
<li>Perform other functions, duties and projects as assigned</li>
<li>Regular and punctual attendance</li>
<li>Some travel may be required (less than 10%)</li>
</ul>
<p></p>
<p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">#LI-JB1</p>
<p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">#LI-Remote</p>
<p><strong> </strong></p><div class="content-conclusion"><h3><strong>Additional Information </strong></h3>
<p><strong>Work Environments</strong></p>
<p>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.</p>
<p>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 <a href="mailto:[email protected]">[email protected]. </a></p>
<p>Join our employee-centric hybrid work environment: <a href="https://www.fglife.com/about/culture.html">F&G Careers</a></p>
<p><strong>About F&G</strong></p>
<p>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.</p>
<p>As a national Top Workplace<sup>1</sup>, an Iowa Top Workplace<sup>2</sup> 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.</p>
<p><sup>1</sup><a href="https://topworkplaces.com/company/fidelity-guaranty-life/desmoinesregister/"><strong>Top Workplaces USA 2022 – 2023 </strong></a></p>
<p><sup>2</sup><a href="https://topworkplaces.com/company/fidelity-guaranty-life/desmoinesregister/"><strong>Des Moines Register Top Workplaces 2018 – 2022 </strong></a></p>
<p> </p>
<p><img alt="" style="max-width: 100%;">Notice for all Applicants who are California residents under the California Privacy Rights Act. Please click <a href="https://assets.fglife.com/is/content/fglife/web-assets/public-site/privacy-policy/CCPA%20Privacy%20Policy.pdf" target="_blank">here</a> to review the policy. </p></div>
What you'll do
- The Senior Claims Customer Contact Representative is responsible for managing a large volume of inbound calls and providing accurate information regarding life and annuity claims. This role includes resolving inquiries promptly, documenting call reasons, and acting as a liaison between the phone and claims teams.
About Fidelity & Guaranty Life Insurance Company
Established in 1959, F&G is headquartered in Des Moines, Iowa, and offers unique life insurance and annuity solutions to meet individual financial security needs through a national network of financial professionals. Our products protect people across the United States.
F&G is a company of individuals who believe in the power of partnerships, encourage innovation and creativity, and are transparent about decisions while delivering on their commitments. These values allow F&G to help you turn your aspirations into reality.
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Frequently Asked Questions
What does a Senior Claims Customer Contact Representative do at Fidelity & Guaranty Life Insurance Company?
As a Senior Claims Customer Contact Representative at Fidelity & Guaranty Life Insurance Company, you will: the Senior Claims Customer Contact Representative is responsible for managing a large volume of inbound calls and providing accurate information regarding life and annuity claims. This role includes resolving inquiries promptly, documenting call reasons, and acting as a liaison between the phone and claims teams..
How do I apply for the Senior Claims Customer Contact Representative position at Fidelity & Guaranty Life Insurance Company?
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