Claims Customer Contact Representative at Fidelity & Guaranty Life Business Services in Des Moines, Iowa

Job Description:

Job Summary


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


Duties and Responsibilities

• Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly and thoroughly.
• Manage large volume of inbound calls in a timely manner.
• Efficiently research and document call reason and resolution, with focus on privacy regulations.
• 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, Claimants, Exchange Companies/Funeral Home Assignment Companies. Follow documented procedures and guidelines when providing service to F&G customers.

Experience and Education Requirements

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

Knowledge, Skills & 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 systems.
• Understands basic data concepts.
• Accepts and owns assigned project tasks; understands impact within the team or organization.
• Understands expectations for interaction with vendors
• Contributes to deliverables by executing work and providing team members with appropriate status updates.
• Demonstrates risk awareness and understands risk mitigation strategies.

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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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.

1Top Workplaces USA 2022 - 2023


2Des Moines Register Top Workplaces 2018 - 2022



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