Customer Advocacy Manager

Corebridge Financial • Houston, TX

6d • Hybrid

About The Position

The Customer Advocacy Manager ensures service-level agreements and targets are met 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 and follows a hybrid working policy, combining office and remote work. 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 of Term, IUL, GUL, and VUL products, including understanding of indices and calculations.
• Excellent presentation delivery and written and verbal communication skills, including the ability to explain the details and rationale behind exception requests, root causes, and process improvements.
• Commitment to high-quality service delivery.
• Comfort with ambiguity and change.
• Proven problem-solving abilities.
• Enjoyment of research and resolution work.
• Strong interpersonal skills.
• Critical-thinking ability to look beyond the obvious and find solutions.
• Ability to work with multiple organizational levels across functional groups inside and outside Service.
• Strong 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

• Respond promptly to complex service-related questions.
• Explain case 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 serve 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, escalating 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 analyses for service improvements.
• Attend or conduct internal and external calls as needed to help resolve exception or escalated cases.
• Track cases and follow up regularly with requestors.
• Participate in project teams as requested by management.

Benefits

• Medical, dental, and vision insurance plans.
• Mental health support and wellness initiatives.
• Retirement benefits options, varying by location.
• In the U.S., a 401(k) plan with dollar-for-dollar company matching contributions up to 6% of eligible pay and a company contribution equal to 3% of eligible pay, subject to annual IRS limits and Plan terms; 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 annual volunteer hours for eligible activities.
• At least 24 days of paid time off for eligible employees.

What This Job Offers

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