Job Summary

The Annuity New Business Specialist II focuses on escalated cases/issues while serving as a liaison between agents, IMOs, third-party administrators, Sales, Commissions Contracting, and Licensing, Suitability, and Legal/Compliance to independently resolve new business and customer service issues. In addition to working with independent distribution, this position interacts daily with multiple functional areas within the company including Claims, Legal, Actuarial, and Sales in addition to the company’s third-party administrators.

Duties and Responsibilities

• Perform the functions of the Annuity New Business Specialist with a high level of productivity and accuracy.
• Handle complex situations and processes (e.g. NY Reg 60, Suitability).
• Works with team lead/manager to suggest, create and/or update procedures and other documentation.
• Serve as a liaison between producers, uplines, third-party administrators, Commissions Contracting & Licensing, Legal and other departments, as needed.
• Serve as a liaison between producers, uplines, third-party administrators, Commissions Contracting & Licensing, Legal and other departments, as needed.
• Achieve required phone and transaction performance as defined for the Annuity New Business Specialist II.
• Research and track documents, and resolve complex service issues with emphasis on a designated function.
• Serve as back-up in Team Lead or Sr. Specialist’s absence, handling work assignments, queue monitoring, and escalated situations.
• Mentor new employees and complete 2nd reviews until quality expectation is achieved.
• Handle escalated phone calls involving service issues.
• Proactively keeps producers and uplines up-to-date on product and processing guidelines.
• Resolves problems & guides producers in software usage and web initiatives.
• Resolves moderate to complex sales/operational needs/inquiries as it pertains to product clarification, pending new business, supply needs, illustrations, marketing administration.

Experience and Education Requirements

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 3+ years of experience working in the insurance or financial services industry.
• Experience working in a service center, sales support team and/or other previous industry experience preferred.
• Successful completion of Life insurance related education such as LOMA or CLU coursework preferred.

Skills and 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 challenging 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.
• Some travel may be required (less than 10%).

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