Claims Customer Contact Representative

Company: FGL Holdings
Location: Des Moines
Posted on: March 19, 2023

Job Description:

F&G is hiring for a Claims Customer Contact Representative position.

Job Summary

This position is responsible for managing a large volume of inbound calls in a timely manner and providing accurate information to phone inquiries regarding life and annuity claims. This position has no supervisory responsibilities.

Duties and 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.

Experience and Education Requirements

* High School degree
* 1+ year in customer service or call center, preferably in the insurance industry.

Knowledge, Skills & Abilities

* Demonstrates basic 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.
* Begins to develop skillset to frame message to audience appropriately with coaching and guidance.
* Develops awareness of new techniques, methods, and practices.
* Demonstrates basic 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 basic understanding of how current job fits into the organizational vision.
* Demonstrates 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.

Other Requirements:

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

#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.

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 an Iowa Top Workplace1 and a proud equal opportunity employer, F&G employees 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.

1Des Moines Register Top Workplaces 2018-2021.

Link: Top Workplaces

Notice for all Applicants who are California residents under the California Privacy Rights Act. Please click here to review the policy.

Keywords: FGL Holdings, Des Moines , Claims Customer Contact Representative, Other , Des Moines, Iowa