Sr. Agency Services Specialist

F&G is hiring for a Sr. Agency Services Specialist.  This position is responsible for personal production activity as well as assisting in the coordination of training new staff, cross training, production workflow directives, projects, and vendor management for the Agency Services Commissions Team. Functions as a reactive and proactive liaison for all internal & external agent-related inquiries with a key emphasis on agent commissions and related functions. Job functions will require monitoring and adhering to formal product specifications, state regulations and distribution partners reporting. This role is responsible for developing and implementing documentation and presentation associated with agency commissions and maintenance updates along with maintaining all quality assurance for this team.   

As a Sr. Agency Services Specialist, you will; 

Role-Specific Responsibilities:

• Assist the Manager, Agency Services in the management & prioritization of incoming agent requests and production work items.
• Understand and recommend changes to key operational flows, SOX/Audit controls and compliance requirements that would improve our distribution partners experience.
• Provide complex analysis and recommendations to Manager, Agency Services as-needed.
• Serve as point-person for and assist in the administration of the Power Partner Bonus Program and special advance/marketing arrangements.
• Resolve moderate to complex sales/operational needs/inquiries as it pertains to state regulations, continuing education, contracting and terminations of agency appointments.

Administrative Responsibilities:

• Update & track production reporting; commission calculations; bonus thresholds; create & maintain monthly spreadsheets to support calculation and payments.
• Oversee the tracking, processing and reporting of all debit balance activity.
• Coordinate any/all commission rate updates within test and production environments as well as related QC.

Client Services:                          

• Establish professional relationships with and serve as a liaison between independent producers, their uplines, third party administrators, New Business, Legal/Compliance & other departments as needed.
• Assist with escalated agent not-in-good-order inquiries.

Risk Responsibilities:

• Adhere to company policies and legal requirements regarding sales and product compliance.

People Management:

• Identify, develop and implement or revise training opportunities and quality measurements to ensure management expectations and service standards are met.
• Assist team with escalated inquiries, as necessary.

Skills & Abilities

• Understands how the functional units interact with each other; recognizes business changes within coverage area and the impact.
• Demonstrated 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 ad 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 managers and executives.
• 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 knowledge of the regulatory environment and able to share this information with team members.

Experience & Education Requirements

• AA or BA degree preferred. Relevant experience considered in lieu of degree.
• 5+ years of experience working with life and/or annuity insurance.
• Experience working in an administrative business unit, preferably involving agency services or related function or business analysis/project management.
• Strong customer relationship management, with previous experience working directly with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.