Job Summary

This position leads the annuity new business case management team, which serves as the point of contact for our agents, agencies, and IMOs. This individual will research, document and resolve agent inquires, as well as handle escalations and exceptions. The manager is also responsible for identifying methods to improve overall service levels and performance. This position will support the F&G annuity distribution channels and will have contact with various levels of management, our TPAs, and our agent field force and their uplines. 

Duties and Responsibilities

• Serve as a liaison between agents, IMOs, TPAs, Suitability, Sales, Commissions Contracting & Licensing, Legal, and other departments as needed.
• Manage incoming annuity new business assigned to the annuity case management team.
• Ensure the proper processes/metrics and controls are in place to measure accuracy, timeliness and quality of case management processes.
• Ensure team achieves required phone and transaction performance.
• Represent annuity operations through active participation in various department and company initiatives, committees and special projects. These include process improvement efforts, agent communication and product development.
• Review, analyze, monitor and maintain reports of associate activities.
• Handle escalated phone calls involving service issues or training needs.
• Resolves moderate to complex sales/operational needs/inquiries as it pertains to product clarification and pending new business processes.
• Create and manage team members’ performance standards & reviews.
• Conduct monthly face-to-face status updates with each member of the team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee engagement.
• Schedule and monitor the successful training of team members.
• Lead and manage the annuity case management team, continuously improving our ability to quickly resolve outstanding requirements and issue pending annuity business.

Experience and Education Requirements

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 7+ years of experience working in an annuity case management team, with emphasis on processing or call center management, and/or other previous industry experience.
• 3+ years of supervisory experience required.
• Demonstrated strong customer relationship management, with previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.
• Successful completion of Life insurance related education such as LOMA or CLU coursework strongly preferred.

Skills and Abilities

• Understands how respective coverage area operates within the context of the industry.
• Promotes an environment that encourages the ability to adjust to new work structures, processes, requirements and/or cultures.
• Regarded by customers as an expert in their area.
• Drives effective communication and information exchange among functional areas.
• Encourages open dialogue; provides a compelling point of view that helps influence the direction of the discussion.
• Challenges current processes and suggests and implements new techniques, methods and practices to improve effectiveness and efficiencies.
• Ability to coach and mentor colleagues on digital techniques and accelerators used at F&G.
• Builds and maintains strong, credible relationships across the business while maintaining independence.
• Explains business objectives and any business problems requiring solutions; supports team in obtaining information that is difficult to acquire.
• Proactively suggests challenging and relevant opportunities for others to develop key knowledge, skills and abilities.
• Leads by example and drives others to reach a common goal and supports throughout the process by providing tools, resources and insight.
• Makes decisions and sets priorities; involves others in decisions that impact them when appropriate.
• Leads/participates in process improvement activities.
• Identifies and drives quantitative analysis.
• Defines priorities, sets project plan and scope, drives execution of key project tasks, and delegates appropriately to team members.
• Identifies key issues and define parameters for potential vendor solutions.
• Demonstrates ability to develop solutions in real time with practical, measurable business benefits; supports long term business unit or department planning.
• Maintains industry regulatory knowledge.

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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