Annuity Business Team Lead

2 weeks ago

Des Moines, Iowa, United States Fidelity & Guaranty Life Insurance Company Full time
Job Title: Team Lead, Annuity New Business

Fidelity & Guaranty Life Insurance Company (F&G) is seeking a highly skilled Team Lead to join our Annuity New Business Case Management team. As a Team Lead, you will play a critical role in the distribution of workflow and call coverage for the team, serving as the point of contact for our annuity agents, agencies, and IMOs.

Key Responsibilities:
  • Assist the manager and/or supervisor with the distribution of incoming annuity new business for the Annuity Case Management team.
  • Assist with the scheduling of phone coverage and quality assurance monitoring.
  • Assist with escalated calls (first line of defense), as necessary.
  • Serve as a liaison between independent producers, their uplines, third-party administrators, Commissions Contracting & Licensing, Suitability, Legal/Compliance, and other departments as needed.
  • Research and track documents, and resolve complex service issues with emphasis on a designated function.
  • Assist in the research, documentation, and resolution of agent inquiries.
  • Resolve moderate sales/operational needs/inquiries as it pertains to product clarification or pending new business.
  • Assist with team members' performance standards & reviews.
  • Assist with monthly face-to-face status updates with each member of the team, seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gauging overall employee engagement.
  • Lead, design, develop, and implement all internal training for the Annuity New Business Case Management team, including new-hire onboarding through day-to-day responsibilities.
  • Develop and identify training opportunities and quality measurements to ensure expectations and service standards are met. Provide analysis and recommendations to management.
  • Serve as backup to manager in order to gain exposure and experience in preparation for career advancement.
Requirements:
  • AA or BA degree preferred.
  • Relevant experience considered in lieu of degree.
  • 5+ years of experience working in an annuity case management team, with emphasis on processing or call center management, and/or other previous industry experience.
  • Previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.
  • Experience handling escalated phone calls involving service issues or training needs.
  • Previous experience mentoring other associates and providing feedback regarding the quality of their work.
  • Successful completion of Life insurance-related education such as LOMA or CLU coursework strongly preferred.
Knowledge, Skills & Abilities:
  • Understands how respective coverage area operates within the context of the industry.
  • Quickly processes information and develops solutions in real-time, with practical, measurable business benefits (i.e., thinks on one's feet).
  • Proactively identifies opportunities to serve the customer.
  • Works with other colleagues and leaders to deliver Operations strategy.
  • Reads a wide range of audiences and situations and quickly adjusts communication style accordingly; selects appropriate communication channel and tone to deliver tough messages.
  • Identifies opportunities to use innovative processes.
  • Demonstrates proficiency in digital techniques, methods, and tools used at F&G.
  • Seeks opportunities to cultivate relationships with established contacts in their network.
  • Provides guidance on what information to gather to achieve business objectives and how to efficiently obtain information that is not easily available.
  • Seeks challenging assignments and projects.
  • Understands and demonstrates commitment to the departmental vision, strategy, change initiatives, and goals.
  • Proactively identifies opportunities to improve department performance and escalates ideas to leadership.
  • Leads/participates in process improvement activities.
  • Identifies and drives quantitative analysis.
  • Owns responsibility for timely production of deliverables.
  • Supports with monitoring of vendor performance; identifies and escalates issues; develops processes to maximize vendor performance.
  • 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.
Additional 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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