Claims Customer Contact Representative

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 & 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. Supervisory Responsibilities: This role does not have formal people leadership responsibilities but may provide guidance, mentorship, or subject matter expertise to others. 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. Minimum Qualifications High School Diploma or GED 1+ year of relevant experience in customer service or call center, preferably in the insurance industry Other Requirements This position primarily involves sedentary work, requiring long periods of sitting, regular use of a computer, and occasional standing or walking, with reasonable accommodations available. Perform other functions, duties and projects as assigned Regular and punctual attendance Ability to travel up to: 10% of the time #LI-JB1 #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. F&G complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for F&G. If reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected]. 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 a national Top Workplace 1 , an Iowa Top Workplace 2 and a proud equal opportunity employer, F&G team members 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. 1 Top Workplaces USA 2022 – 2023 2 Des Moines Register Top Workplaces 2018 – 2022 Notice for all Applicants who are California residents under the California Privacy Rights Act. Please click here to review the policy.