New Business Customer Contact Representative I

F&G is hiring for a New Business Customer Contact Representative.

This position is responsible for managing a large volume of inbound calls in a timely manner, providing accurate information to phone inquiries regarding life or annuity new business. This position has no supervisory responsibilities.

Duties and 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 and Policy Holders.

Experience and Education Requirements

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

Skills and 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 system
• Understands basic data concepts
• Accepts and owns assigned project tasks; understands impact within the team or organization
• Understands expectations for interaction with vendor
• Contributes to deliverables by executing work and providing team members with appropriate status update
• Demonstrates risk awareness and understands risk mitigation strategies

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