Digital Support Analyst

The Digital Support analyst position is a critical individual contributor leadership role in the Life Business team. This position is responsible for supporting escalated situations related to our various digital platforms, conduct outreach support to our distribution partners and internal stakeholder, analyze escalations for trends and lead efforts to reduce future escalations and issues.

Key Responsibilities:

• Provide email and phone support as needed from our field and internal partners related to the various digital submission applications
• Monitor feeds daily and proactively communicate any delays/issues
• Monitor production reports for submission models to proactively find issues
• Perform the necessary steps to onboard new agencies for feeds and ePolicy Delivery
• Develop a deep subject matter expertise for the New Business life cycle including all Electronic Order Entry platforms, Case Status, Electronic Policy Delivery and Feeds (Inforce/Pending/Commission)
• Troubleshoot identified issues and close the loop back with the requestor within an established SLA
• Log technical issues, incidents and their resolution to see if there are recurring patterns or malfunctions
• Prioritize incidents according to their urgency and influence on the business
• Partner with vendors as needed when issues are raised that require their assistance
• Engage with IT and other system owners when assistance is needed in identifying the resolution
• Complete root cause analysis of escalated items and prepare reporting of trends and volumes
• Drive changes to processes and procedures based on findings.
• Work with our sales team and field agents based on trends to reduce future escalations by providing appropriate training.
• Participate as needed in new product launches to ensure digital platforms are considered in releases (if needed)
• Communicate with business leaders if major issues are found
• Document the impact of the incident, root cause and corrective actions

Job Requirements:

• Bachelor's degree preferred but not required
• 3+ years in a business role, preferably in the insurance industry. Knowledge of our digital environment a plus.
• Ability to work in a fast paced environment addressing multiple requests in a short amount of time.
• Self-starter with an analytical mindset who can quickly identify the root cause of an issue and drive a resolution
• Ability to communicate effectively with field agent and internal management teams professionally
• Exercise independent judgement and is comfortable in an environment requiring both sustained initiative and competing priorities
• Ability to continuously learn and adapt to evolving business conditions and priorities
• Ability to adjust work accordingly to meet target deadlines and SLA's
• Strong analytical, testing, & problem-solving skills - ability to understand impacts of changes being introduced to the business and the ability to recommend solutions to problem.
• Ability to communicate information of a complex nature to business leaders, both written and verbal, in easy to understand language.
• Demonstrates strong Excel and organizational skills
• Ability to effectively work across diverse functions and teams, internally and externally

We are an Equal Opportunity Employer

Corebridge Financial, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation. At Corebridge Financial, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit: www.corebridgefinancial.com

Corebridge Financial is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to [email protected]. Reasonable accommodations will be determined on a case-by-case basis.

Functional Area:

OP - Operations

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

American General Life Insurance Company