Customer Contact Representative I

Summary

Join Fidelity & Guaranty Life Insurance Company (F&G) as a call center representative managing inbound calls, providing accurate information on life and annuity new business. Professionally handle incoming calls, research, and document call details while adhering to privacy regulations. Provide quality service to financial advisors, policyholders, and internal partners. This role requires a high school diploma and 0-1 years of experience in a service center or sales support. The position offers a flexible work environment with in-office, hybrid, and remote options. Some travel may be required.

Requirements

• High School Diploma
• Demonstrates basic understanding of how F&G is structured and the products/service offerings within respective coverage area
• Maintains effectiveness in a changing internal environment, such as assignment to a new role or functional group
• Handles customer questions and concerns in a timely and professional manner
• Demonstrates an awareness of workloads, assists team members regardless of who owns the task
• Begins to develop skillset to frame message to audience appropriately with coaching and guidance
• Develops awareness of new techniques, methods, and practices
• Demonstrates basic awareness and understanding of digital techniques, methods, and tools used at F&G
• Interacts with customers appropriately on an as-needed basis
• Asks thoughtful questions to understand business objectives or desired outcomes
• Demonstrates ability to self-organize, set priorities, and manage workload
• Demonstrates basic understanding of how current job fits into the organizational vision
• Demonstrates awareness of workload and shares updates on availability with manager
• Understands and works to improve basic processes and systems
• Understands basic data concepts
• Accepts and owns assigned project tasks; understands impact within the team or organization
• Understands expectations for interaction with vendors
• Contributes to deliverables by executing work and providing team members with appropriate status updates
• Demonstrates risk awareness and understands risk mitigation strategies
• Regular and punctual attendance
• Some travel may be required (less than 10%)

Responsibilities

• Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly, thoroughly and efficiently
• Efficiently research and document call reason and resolution, with focus on privacy regulations, processes and procedures
• Handle inquiries in the best interest of the customer and company
• Provide quality service and support to a variety of areas including but not limited to Financial Advisors, Policy Holders, and Internal Business Partners
• Some administrative tasks/duties
• Perform other functions, duties and projects as assigned

Preferred Qualifications

0-1 years of experience working in a service center, sales support team and/or other previous industry experience preferred

Benefits

F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements