Senior New Business Customer Contact Representative

Summary

Join Fidelity & Guaranty Life Insurance Company (F&G) as a New Business Customer Contact Center Representative III and manage a high volume of inbound calls, providing accurate information on life and annuity products. You will research, review, and resolve complex customer issues, assisting other representatives. This role requires professional call handling, efficient documentation, and adherence to privacy regulations. You will mentor new hires and provide quality service to various stakeholders. Some administrative tasks and occasional backup for team leads are also included. The position offers a flexible work environment with options for in-office, hybrid, or remote work.

Requirements

• High School degree
• 3+ year in customer service or call center, preferably in the insurance or financial services industry with focus on customer service, documentation and/or processing
• Demonstrates high level 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
• Displays a strong skillset to frame message to audience appropriately with limited coaching and guidance
• Displays expert awareness of new techniques, methods, and practices
• Demonstrates high level awareness and understanding of digital techniques, methods, and tools used at F&G
• Interacts with customers appropriately on an as-needed basis
• Handles complex cases towards resolution
• Asks thoughtful questions to understand business objectives or desired outcomes
• Displays an ability to work through customer situations independently
• Demonstrates ability to self-organize, set priorities, and manage workload
• Demonstrates high level understanding of how current job fits into the organizational vision
• Demonstrates a heightened awareness of workload and shares updates on availability with manager
• Understands and actively works to improve basic processes and systems
• Understands advanced 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
• Perform other functions, duties and projects as assigned
• 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
• Assists in handling complex customer issues and escalations
• Acts as a peer mentor to new hires and less tenured representatives
• 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
• Service as a back-up in team lead’s absence, handling queue monitoring and more escalated situations

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