Customer Complaint Compliance Manager
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F&G
Job highlights
Summary
Join Fidelity & Guaranty Life Insurance Company (F&G) as their Customer Complaint Compliance Manager! In this role, you will manage the Customer Complaint Compliance Team, overseeing investigations, responses, and resolutions of customer complaints. You will work closely with various teams, including Legal, Compliance, Operations, Actuarial, and Sales. The position requires a Bachelor's degree and 10+ years of experience in insurance compliance or operations. F&G offers an employee-centric flexible work environment with options for in-office, hybrid, and remote work arrangements. This is a fantastic opportunity to lead and develop a team while contributing to a company recognized as a Top Workplace.
Requirements
- Bachelorβs degree is required
- 10+ years of experience in an insurance Compliance or Operational role
- Excellent verbal and written communication skills
- Strong organizational skills
- Strong analytical skills and aptitude for detailed work
- Ability to perform in a fast-paced production environment while addressing multiple responsibilities
- Ability to work from home under limited direct supervision
- Demonstrated management and leadership abilities
Responsibilities
- Manage the Customer Complaint Compliance Team including setting objectives, managing performance, and providing guidance and support
- Ensure all complaints received from annuity and life insurance clients are thoroughly and properly investigated, with timely responses provided to clients
- Support team members in the investigation and review of customer complaints
- Identify, track and investigate Agent Monitoring issues related to complaints
- Properly determine and record results of complaints reviews for tracking and reporting purposes
- Manage the Customer Complaint database for reporting purposes
- Oversee the reporting of Key Risk Indicators (KRIs) related to customer complaints
- Draft response to customers regarding complaint resolutions
- Lead the development and maintenance of departmental policies and procedures, ensuring they are up-to-date and aligned with organizational standards and regulatory requirements
- Address inquiries and audits from various state Departments of Insurance concerning customer complaints
- Provide managerial support for other compliance functions including Agent Monitoring, AML, and Anti-Fraud teams
- Perform other functions, duties and projects as assigned
- Regular and punctual attendance
Preferred Qualifications
Insurance/financial industry designations or completed coursework towards Compliance, Ethical or Anti-Fraud designations preferred
Benefits
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
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