F&G · 10 hours ago
Senior Claims Customer Contact Representative
United States
Full-time
Hybrid
Mid, Senior Level
3+ years expFidelity & Guaranty Life Insurance Company (F&G) is a prominent provider of annuity and life insurance products. The Senior Claims Customer Contact Representative is responsible for managing a high volume of inbound calls and providing accurate information regarding life and annuity claims, ensuring customer inquiries are resolved promptly and thoroughly.
Financial ServicesInsurance
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
Perform other functions, duties and projects as assigned
Regular and punctual attendance
Some travel may be required (less than 10%)
Qualification
Required
High School degree
3+ year in customer service or call center, with life or annuity experience
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 expert awareness 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
Regular and punctual attendance
Preferred
Experience working in claims preferred
Some travel may be required (less than 10%)
Perform other functions, duties and projects as assigned
Benefits
Flexible environment
In-office, hybrid and remote work arrangements
Reasonable accommodations for applicants and candidates with disabilities
Company
F&G
Established in 1959, F&G is headquartered in Des Moines, Iowa, and offers unique life insurance and annuity solutions to meet individual financial security needs through a national network of financial professionals.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$3.27BKey Investors
Fidelity National Financial
2025-01-06Post Ipo Debt· $375M
2024-10-01Post Ipo Debt· $500M
2024-05-20Post Ipo Debt· $550M
Leadership Team
John Phelps
EVP, Head of Owned Distribution
Recent News
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