Supervisor, New Business Contact Center

Job Description

Job Description

Job Summary

This position leads a New Business Contact Center team that serves as the point of contact for our agents, agencies, and IMOs. This position functions as a reactive and proactive liaison between agent inquiries relating to Life / Annuity New Business applications and Underwriting / Suitability questions. This individual will research, document, and resolve escalated agent inquiries with emphasis on the Life and Annuity New Business functions.

Duties and Responsibilities

• Schedule and monitor phone coverage for all inbound calls.
• Ensure Contact Center team achieves required phone coverage.
• Review, analyze, monitor, and maintain reports of associate activities.
• Participate in the development and implementation of Business Continuity Planning for the New Business Contact Center Team.
• Research and track documents and resolve complex service issues.
• Handle escalated phone calls involving service issues or training needs.
• Adhere to company policies and legal requirements regarding sales and product compliance.
• Lead and manage the New Business Contact Center team that proactively responds to all New Business inquiries from our distribution partners.
• Schedule and monitor the successful training of New Business Contact Center team members.
• Create and manage New Business Contact Center team member performance standards and reviews.
• Conduct monthly face-to-face status updates with each member of the New Business Contact Center team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee job satisfaction.
• Maintain PTO schedule for the New Business Contact Center team.

Experience and Education Requirements

Knowledge, Skills & Abilities

Other Requirements

#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 talentacquisition@fglife.com.

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 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.

1 Top Workplaces USA 2022 – 2023

2 Des Moines Register Top Workplaces 2018 – 2022

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