Customer Advocacy Manager

Corebridge Financial • Houston, TX

1d • Hybrid

About The Position

The Customer Advocacy Manager ensures service-level agreements and targets are achieved daily for assigned agencies, accounts, and cases. The role supports business strategies that align the operational experience with the needs of assigned distribution partners and coordinates across internal teams to resolve escalated cases and recurring operational issues.

The position is based in Corebridge Financial’s Houston, Texas office under a hybrid working policy, with work performed both in the office and remotely. Estimated travel may be up to 25%.

Requirements

• At least two years of combined experience within the company and/or the industry; preferably more.
• Strong grasp of site-specific systems, products, and service processes.
• Knowledge of systems including AWD, ALIP, Vantage, CCIV, and Connext.
• Product knowledge covering Term, IUL, GUL, and VUL products, including an understanding of indices and calculations.
• Strong presentation delivery and written and verbal communication skills, including the ability to explain exception requests, root causes, and process improvements.
• Passion for high-quality service delivery.
• Comfort with ambiguity and change.
• Proven problem-solving abilities and enjoyment of research and resolution.
• Strong interpersonal skills and critical-thinking ability to identify solutions beyond the obvious.
• Ability to work with multiple organizational levels across functional groups inside and outside Service.
• Great attendance and performance records.
• Extraordinary attention to detail, accuracy, and quality.
• Ability to work as a team player.

Nice To Haves

• Knowledge of ALS, SAP, and other systems.
• Knowledge of older products and annuities.

Responsibilities

• Handle complex service-related questions in a timely and responsive manner.
• Explain issues and details to distribution, sales, and Operations partners, and negotiate resolutions between the company and distribution partners.
• Work closely with Compliance and Legal.
• Build relationships and act as a liaison with customers, BGAs, broker-dealer back offices, service departments, internal and external wholesalers, financial advisors, TPAs, and other companies doing business with Corebridge.
• Review, research, and evaluate business issues, and escalate them to the appropriate Operations level for review and decision.
• Develop resolutions and recommendations, and facilitate exception considerations with internal partners.
• Partner with senior leadership to present analysis, research findings, and root cause analysis for service improvements.
• Attend or lead internal and external calls as needed to help resolve exception or escalated cases.
• Track cases and provide regular follow-ups to requestors.
• Participate in project teams as requested by management.

Benefits

• Medical, dental, and vision insurance.
• Mental health support and wellness initiatives.
• U.S. 401(k) plan with dollar-for-dollar company matching contributions up to 6% of eligible pay, plus a company contribution equal to 3% of eligible pay; company contributions vest immediately.
• Employee Assistance Program with confidential counseling services and resources.
• Matching charitable donations to tax-exempt organizations 1:1, up to $5,000.
• Up to 16 volunteer hours annually.
• At least 24 paid time off days for eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed