Annuity New Business Specialist III

Job Summary

This position serves as the single point of contact for the company's top producing annuity agents or financial institutions. This position functions as a proactive liaison between the agents, distribution partners, third-party administrators, Sales, Legal, Claims, and Actuarial departments to resolve annuity new business and customer service issues. This individual will conduct appropriate customer outreach to solicit feedback to improve customer service and customize service solutions..

Duties and Responsibilities

• Establish professional relationship with agents or distribution partners, as well as key administrative staff to facilitate proper business flow between various business units.
• Provide phone coverage for inbound calls as scheduled and complete outbound calls as assigned for projects, relationship building, and to resolve issues with new business applications.
• Review new business applications for agents and serve as the primary owner for a submitted application from the time the case is submitted to the point the case is issued.
• Assist in any post issue inquiries and escalations for assigned agents and agent offices to remain their single point of contact within F&G.
• Understand key operational process flows, controls, and compliance criteria and resolve new business and policy holder service issues.
• Achieve required phone and transaction quality performance as defined for the Annuity New Business Specialist III.
• Maintain all email or phone communication and queues completion within 24 hours of being received or assigned.
• Implement an effective communication plan based on agent preferences to provide quality customer service.
• Serve as a liaison between agents and Policy holder Services, Commissions Contracting & Licensing, Legal, third-party administrators, and other internal departments as needed.
• Resolve moderate to complex operational issues pertaining to product clarification and illustrations.
• Keep agents up-to-date on products and services, marketing programs, compliance regulations, and industry developments.
• Resolve problems and guide agents in software usage and web initiatives.
• Adheres to company policies and legal requirements regarding sales and product compliance.
• Serve as back-up in Team Lead absence, handling work assignments, queue monitoring, and escalated situations.
• Mentor new employees and complete 2nd reviews until quality expectation is achieved.

Experience and Education Requirements

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• Minimum of 3 years experience working in the insurance or financial services industry.
• Experience handling escalated phone calls involving service issues or training needs.
• Successful completion of Life insurance related education such as LOMA or CLU coursework strongly preferred.

Knowledge, Skills & Abilities

• Understands how the functional units interact with each other; recognizes business changes within coverage area and the impact.
• Demonstrates ability to build new skills and adapt to new ways of thinking.
• Builds knowledge of customers through collaboration and communication.
• Develops and maintains goal-oriented, collaborative and productive, team-driven relationships.
• Reads verbal, non-verbal and written cues; effectively adjusts communication style to suit the needs of different audiences and situations.
• Promotes new ideas and ways of working; suggests new techniques, methods, and practices.
• Demonstrates proficiency in digital techniques, methods, and tools used at F&G.
• Develops and sustains effective working relationships with a wide range of stakeholders, including team members, virtually and in-person.
• Logically organizes information to identify connections and form a multidimensional view.
• Seeks new assignments and projects.
• Understands and demonstrates commitment to the departmental vision, strategy, change initiatives and goals.
• Demonstrates awareness of workload and shares updates on availability with manager.
• Monitors, measures and assesses processes to determine areas of improvement; identifies and eliminates operational waste.
• Understands data and communicates the meaning to managers and executives.
• Owns responsibility for timely production of deliverables.
• Understands expectations for interaction with vendors for their functional area.
• Assists in deliverable management and coaches junior team members on quality solution delivery.
• Proactively seeks to continue development of knowledge of the regulatory environment and able to share this information with team members.

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Minimal Travel Required (less than 10%)

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