Senior Claims Customer Contact Representative

Job Summary

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.

Duties and Responsibilities

• Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly and thoroughly.
• Manage large volume of inbound calls in a timely manner.
• Efficiently research and document call reason and resolution, with focus on privacy regulations.
• 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, Claimants, Exchange Companies/Funeral Home Assignment Companies. Follow documented procedures and guidelines when providing service to F&G customers.
• Act as liason between phone team and claims team.
• Assists with phone training for new hires.
• Perform weekly quality monitoring for Inbound Custormer Service Representatives. Provide the written review results to the Supervisor.
• Proces first notices and/or follow-ups as necessary

Experience and Education Requirements

• High School degree
• 3+ year in customer service or call center, with life or annuity experience
• Experience working in claims preferred

Knowledge, Skills & Abilities

• 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 strong skillset to frame message to audience appropriately with coaching and guidance.
• Displays expertawareness 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.
• Asks thoughtful questions to understand business objectives or desired outcomes.
• 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 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.

Other Requirements:

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel may be required (less than 10%)

#LI-JB1

#LI-Remote