New Business Customer Contact Representative I

Fidelity & Guaranty Life Insurance Company • Des Moines, IA

2d • Hybrid

About The Position

This position is responsible for managing a large volume of inbound calls in a timely manner, providing accurate information to phone inquiries regarding Life and Annuity New business. This position has no supervisory responsibilities.

Requirements

• High School Diploma
• 0-1 years of experience working in a Contact Center, sales support team and/or other previous industry experience preferred.
• 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.
• Displays solid communication skills for dealing with day-to-day issues.
• 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.

Responsibilities

• Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly, thoroughly and efficiently.
• Efficiently research and document call reason and resolution, with focus on privacy regulations, processes and procedures.
• 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, Policy Holders, and Internal Business Partners.
• Some administrative tasks/duties.
• Perform other functions, duties and projects, as assigned.
• Regular and punctual attendance.
• Some travel may be required (less than 10%).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees