Customer Complaint Compliance Specialist

Summary

Join Fidelity & Guaranty Life Insurance Company (F&G) as a Customer Complaint Specialist! Investigate and respond to customer complaints, ensuring prompt, fair, and compliant resolutions. Manage the complaint database, draft responses, and contribute to policy development. Collaborate with various teams, including Legal, Compliance, Operations, Risk, Actuarial, and Sales. This role requires a Bachelor's degree, 5+ years of experience in insurance compliance, investigations, or operations, and strong analytical and communication skills. F&G offers an employee-centric flexible work environment with options for in-office, hybrid, and remote work arrangements.

Requirements

• Bachelor’s degree is required
• 5+ years of experience in an insurance Compliance, Investigative or Operational role
• Demonstrated management and leadership abilities
• 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 at a high level
• Well versed in insurance industry rules and regulations
• Regular and punctual attendance

Responsibilities

• Investigate and review customer complaints received by F&G from its annuity and life insurance clients
• Collect and analyze relevant documentation, transactions, and correspondence to understand the nature and details of each complaint
• Manage the Customer Complaint database for reporting purposes
• Oversee the reporting of Key Risk Indicators (KRIs) related to customer complaints
• Draft written responses to complaints regarding resolution
• Investigate and/or escalate agent monitoring issues
• Assist in writing and maintaining department policies and procedures
• Address inquiries and audits from various state Departments of Insurance concerning complaints
• Support various Compliance functions, including Agent Monitoring, Anti-Money Laundering (AML), and Anti-Fraud teams
• Make recommendations for process improvements based on investigation outcomes to prevent future complaints and enhance customer satisfaction
• Perform other functions, duties and projects as assigned

Preferred Qualifications

Insurance/financial industry designations or completed coursework towards Compliance, Ethical or Anti-Fraud designations preferred

Benefits

Ability for in-office, hybrid and remote work arrangements