Sr Resolution Analyst

At American Equity Investment Life Holding Company ® we offer leading annuity products that help empower our clients to fulfill their needs and wants in retirement. Our success comes from hiring high-energy individuals who embody the beliefs that drive our unique culture. We currently fund over half a million retirements nationwide, and have been headquartered in West Des Moines, Iowa, for over twenty-five years with satellite offices in Charlotte, NC and New York, NY.

General Purpose Of The Job

The Sr Resolution Analyst is responsible for managing and resolving consumer complaints and insurance department inquiries in a fair and timely manner.

Essential Duties And Responsibilities

• Investigates and resolves customer complaints in a fair and equitable manner and in accordance with company policies and regulatory required timelines.
• Drafts responses and communicate with customers and regulators.
• Manages requests from regulators in a timely manner.
• Maintains accurate records of disputes, resolutions, and communications, providing detailed documentation for audits or internal reviews.
• Collaborates with the Compliance and Legal teams to ensure dispute handling is in line with applicable laws, regulations and risk management guidelines.
• Provides insights and recommendations for process improvements related to both the complaint management process and broader business operations.
• Communicates and collaborate effectively during the investigation process.
• Collaborates effectively with the business to remediate issues in response to complaint data and assist with root cause analysis.
• Assists with the review of agent activity.
• Become knowledgeable of company systems and learn to obtain data needed to investigate complaints and review agent activity.
• Assists with identifying trends, compiling information and presenting written recommendations to senior management with supportive documentation and rationale.
• Assists with monthly senior management reporting information
• Assist the fraud team on an as needed basis. Takes complaint calls and/or emails and follows through with appropriate persons/departments.
• Performs other related work as assigned.
  
  

Supervisory Responsibilities

Direct Reports: 0

General Description of Indirect Reports (2 and 3-downs): 0

Education And/Or Experience

• Three (3) plus years life or annuity industry insurance experience
• Bachelor’s degree preferred or appropriate combination of education and experience.
• Compliance, investigative or operational experience preferred.
  
  

Certificates, Licenses, Professional Designations

None

Knowledge, Skills And Abilities

• Excellent written and verbal communication skills, with the ability to explain complex issues to both customers and internal stakeholders.
• Strong customer service orientation.
• Mathematical skills and strong attention to detail.
• Ability to work cooperatively and successfully with internal and external stakeholders.
• Proficient in the use of Microsoft Office Suite.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
• Investigative, research and analytical skills.
• Experience with annuity products is preferred.