Job Summary

The Issue Resolution Consultant is responsible for maintaining an understanding of the F&G Life and Annuity operational processes and procedures.  In support of department procedures and processes this position will be responsible for prioritizing issues, managing multiple tasks, communicating progress, and meeting defined deadlines.

This position reports to the Manager, Issue Resolution and will have no direct reports.

Duties and Responsibilities

• Process and complete tasks surrounding service issues reported by operational department units
• Maintain high quality standards in both verbal and written correspondence to customers and adhere to established SLAs
• Proactively manage assigned service issues to maintain established turnaround time and standards
• Provide excellent service and serve as single point of contact throughout resolution process to customers (clients, IMO, BD Back Office, agents, and/or others)
• Identify, research and assess impact (product restrictions, compliance requirements, etc) of proposed corrective solution or improvement to service experience
• Accurately identify root cause of issues, tracking and trending; support management as needed to build tools and create reporting to provide feedback to various internal and external parties
• Represent the Issue Resolution team and operations on operational initiatives; communicate progress, issues, and any action items to leadership; ensure consistent updates to team and leadership
• Support department initiatives to drive continuous improvement via cross-functional problem solving, analyzing trends, or reviews reports (TPA NPS)
• Perform project support for operations, including performing UAT for impactful projects
• Assist with department training and documentation, reporting and trending as needed

Experience and Education Requirements

• AA or BA degree preferred. Relevant experience considered in lieu of degree
• 3+ years of experience in the life and/or annuity industry with an emphasis in customer service & research
• Experience with creating, supporting, or developing reports and metrics
• LOMA coursework and/or formal business process improvement training (e.g., Six Sigma) is a plus

Knowledge, Skills & Abilities

• Understands how respective coverage area operates within the context of the industry
• Quickly processes information and develops solutions in real-time, with practical, measurable business benefits (i.e., thinks on one’s feet)
• Proactively identifies opportunities to serve the customer
• Works with other colleagues and leaders deliver Operations strategy
• Reads a wide range of audiences and situations and quickly adjusts communication style; accordingly, selects appropriate communication channel and tone to deliver tough messages
• Identifies opportunities to use innovative processes
• Ability to coach and mentor colleagues on digital techniques and accelerators used at F&G
• Seeks opportunities to cultivate relationships with established contacts in their network
• Provides guidance on what information to gather to achieve business objectives and how to efficiently obtain information that is not easily available
• Seeks challenging assignments and project
• Understands and demonstrates commitment to the departmental vision, strategy, change initiatives and goals
• Proactively identifies opportunities to improve department performance and escalates ideas to leadership
• Leads/participates in process improvement activities
• Provides strategic insight to data and requests reporting to measure business outcomes
• Sets, monitors and holds accountability for project priorities and goals that ensure objectives are met during the allocated time period
• Identifies key issues and define parameters for potential vendor solutions
• Sets expectations and promotes conditions that enable team members to deliver high quality work
• Expected to provide regulatory subject matter expertise in area of focus

Other Requirements:

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

#LI-JB1

#LI-Remote