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Claims Customer Contact Representative

Other Jobs To Apply

Title: Claims Customer Contact Representative

Location: Remote US

Job Description:

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 and 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.

Experience and Education Requirements

  • High School degree
  • 1+ year in customer service or call center, preferably in the insurance industry.

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.

Other Requirements:

  • Perform other functions, duties and projects as assigned
  • Regular and punctual attendance
  • Some travel may be required (less than 10%)

#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.

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 Workplace1, an Iowa Top Workplace2 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.

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