Job Summary

This position provides leadership to the annuity new business case management team, which serves as the point of contact for our agents, agencies, and IMOs. This individual will research, document and resolve agent inquires, as well as handle escalations and exceptions. The supervisor is also responsible for identifying methods to improve overall service levels and performance. This position will support the F&G annuity distribution channels and will have contact with various levels of management, our TPAs, and our agent field force and their uplines.

Duties and Responsibilities

• Serve as a liaison between agents, IMOs, TPAs, Suitability, Sales, Commissions Contracting & Licensing, Legal, and other departments as needed.
• Manage incoming annuity new business assigned to the annuity case management team.
• Ensure the proper processes/metrics and controls are in place to measure accuracy, timeliness and quality of case management processes.
• Ensure team achieves required phone and transaction performance.
• Represent annuity operations through active participation in various department and company initiatives, committees and special projects. These include process improvement efforts, agent communication and product development.
• Review, analyze, monitor and maintain reports of associate activities.
• Handle escalated phone calls involving service issues or training needs.
• Research and track documents, and resolve complex service issues with emphasis on a designated function.
• Resolves problems and guides producers in software usage and web initiatives.
• Resolves moderate to complex sales/operational needs/inquiries as it pertains to product clarification and pending new business processes.
• Lead and manage the annuity case management team, continuously improving our ability to quickly resolve outstanding requirements and issue pending annuity business.
• Create and manage performance standards & reviews.
• Schedule and monitor the successful training of team members.
• Conduct monthly face-to-face status updates with each member of the team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee engagement.

Experience and Education Requirements

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 6+ years of experience working with an annuity case management team, with emphasis on processing or call center management, and/or other previous industry experience.
• 2+ years in a leadership capacity.
• Demonstrated strong customer relationship management, with previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.
• Successful completion of Life insurance related education such as LOMA or CLU coursework strongly preferred.

Knowledge, Skills & Abilities

• Understands how respective coverage area operates within the context of the industry.
• Quickly processes information and develops solutions in real-time, with practical, measurable business benefits (i.e., thinks on one’s feet).
• Proactively identifies opportunities to serve the customer.
• Drives effective communication and information exchange among functional areas.
• Reads a wide range of audiences and situations and quickly adjusts communication style accordingly; selects appropriate communication channel and tone to deliver tough messages.
• Identifies opportunities to use innovative processes.
• Ability to coach and mentor colleagues on digital techniques and accelerators used at F&G.
• Seeks opportunities to cultivate relationships with established contacts in their network.
• Provides guidance on what information to gather to achieve business objectives and how to efficiently obtain information that is not easily available.
• Proactively suggests challenging and relevant opportunities for others to develop key knowledge, skills and abilities.
• Understands and demonstrates commitment to the departmental vision, strategy, change initiatives, and goals.
• Makes decisions and sets priorities; involves others in decisions that impact them when appropriate.
• Leads/participates in process improvement activities.
• Identifies and drives quantitative analysis.
• Owns responsibility for timely production of deliverables.
• Supports with monitoring of vendor performance; identifies and escalates issues; develops processes to maximize vendor performance.
• Demonstrates ability to develop solutions in real time with practical, measurable business benefits; supports long term business unit or department planning.
• Maintains industry regulatory knowledge.

Other Requirements

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

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