What are the responsibilities and job description for the Issue Resolution Consultant position at Fidelity & Guaranty Life Business Services?
Job Summary
The Issue Resolution Consultant is responsible for maintaining an understanding of the F&G Life and Annuity operational processes and procedures. In support of department procedures and processes this position will be responsible for prioritizing issues, managing multiple tasks, communicating progress, and meeting defined deadlines.
This position reports to the Manager, Issue Resolution and will have no direct reports.
Duties and Responsibilities
- Process and complete tasks surrounding service issues reported by operational department units
- Maintain high quality standards in both verbal and written correspondence to customers and adhere to established SLAs
- Proactively manage assigned service issues to maintain established turnaround time and standards
- Provide excellent service and serve as single point of contact throughout resolution process to customers (clients, IMO, BD Back Office, agents, and / or others)
- Identify, research and assess impact (product restrictions, compliance requirements, etc) of proposed corrective solution or improvement to service experience
- Accurately identify root cause of issues, tracking and trending; support management as needed to build tools and create reporting to provide feedback to various internal and external parties
- Represent the Issue Resolution team and operations on operational initiatives; communicate progress, issues, and any action items to leadership; ensure consistent updates to team and leadership
- Support department initiatives to drive continuous improvement via cross-functional problem solving, analyzing trends, or reviews reports (TPA NPS)
- Perform project support for operations, including performing UAT for impactful projects
- Assist with department training and documentation, reporting and trending as needed
Experience and Education Requirements
Knowledge, Skills & Abilities
Other Requirements :
LI-JB1
LI-Remote
Additional Information
Work Environments
F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role.
F&G complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for F&G. If reasonable accommodation is needed to participate in the job application or interview process, please contact talentacquisition@fglife.com.
Join our employee-centric hybrid work environment : F&G Careers
About F&G
Since 1959, Fidelity & Guaranty Life Insurance Company (F&G) has offered annuity and life insurance products to those who are seeking security in retirement and protection during life's unexpected events.
As a national Top Workplace1, an Iowa Top Workplace2 and a proud equal opportunity employer, F&G team members are empowered, collaborative, dynamic and authentic. We believe that by embracing these values, we will continue to build and strengthen the company while continuing to be a great place to work.
1 Top Workplaces USA 2022 - 2023
2 Des Moines Register Top Workplaces 2018 - 2022
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