Remote Life New Business Specialist II at Fidelity & Guaranty Life Insurance Company

Job Summary

This position provides support to the Life New Business Specialist Team and Manager, focusing on escalated cases/issues while serving as a liaison between producers, their uplines (IMOs), third-party administrators, Sales, Underwriting, Policyholder Services, Commissions Contracting & Licensing, Claims, Legal, and Actuarial departments to quickly and independently resolve new business and customer service issues. 

Duties and Responsibilities

• Achieves required phone and transaction performance as defined for the Life New Business Specialist II.
• Researches and tracks documents to resolve complex service issues with emphasis on a designated function.
• Participates in UAT testing, as directed.
• Proactively keeps producers and uplines up-to-date on product and processing guidelines.
• Resolves problems & guides producers in software usage and web initiatives.
• Resolves moderate to complex sales/operational needs/inquiries as pertains to product clarification, pending new business, supply needs, illustrations, and marketing administration.
• Adheres to company policies and legal requirements regarding sales and product compliance.
• Serves as a role model to the team demonstrating exemplary attendance and positive attitude.
• Mentors new employees and completes 2nd reviews when requested.
• Serves as back-up in Team Lead/Senior Life New Business Specialist’s absence, handling work assignments, queue monitoring, and escalated situations or phone calls.

Experience and Education Requirements

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 3+ years of experience working in the insurance or financial services industry.
• Experience working in a service center, sales support team and/or other previous industry experience preferred.
• Successful completion of Life insurance related education such as LOMA or CLU coursework preferred.

Knowledge, Skills & Abilities

• Understands how the functional units interact with each other; recognizes business changes within coverage area and the impact.
• Demonstrates ability to build new skills and adapt to new ways of thinking.
• Builds knowledge of customers through collaboration and communication.
• Develops and maintains goal-oriented, collaborative and productive, team-driven relationships.
• Reads verbal, non-verbal and written cues; effectively adjusts communication style to suit the needs of different audiences and situations.
• Promotes new ideas and ways of working; suggests new techniques, methods and practices.
• Demonstrates proficiency in digital techniques, methods, and tools used at F&G.
• Develops and sustains effective working relationships with a wide range of stakeholders, including team members, virtually and in-person.
• Logically organizes information to identify connections and form a multidimensional view.
• Seeks challenging assignments and projects.
• Understands and demonstrates commitment to the departmental vision, strategy, change initiatives and goals.
• Demonstrates awareness of workload and shares updates on availability with manager.
• Monitors, measures and assesses processes to determine areas of improvement; identifies and eliminates operational waste.
• Understands data and communicates the meaning to leaders.
• Owns responsibility for timely production of deliverables.
• Understands expectations for interaction with vendors for their functional area.
• Assists in deliverable management and coaches junior team members on quality solution delivery.
• Proactively seeks to continue development of regulatory knowledge and able to share this information with team members.

Other Requirements

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

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