Team Lead – Suitability

Job Summary

The Suitability Team Leader is responsible for developing and implementing all training material, documentation as well as maintaining all quality assurance for this team. The Team Lead functions as a reactive an proactive liaison between escalated agent inquires relating to Suitability questions. This position reports to Supervisor, Suitability Team and has no direct reports.

Acting as both a proactive and reactive liaison, this leader will manage escalated inquires related to New Business. Additionally, the team leader will support the Complex Solutions Supervisor in researching, documenting, and resolving inquiries, with a strong focus on enhancing the effectiveness of the Suitability function.

 Duties and Responsibilities

• Assist manager/supervisor with the distribution of incoming tasks and escalations for the Suitability Team.
• Maintain and respond to Suitability Management emails, minimizing response time without compromising quality.
• Serve as a point of contact between independent producers, their uplines, third party administrators, Sales, Legal/Compliance and other departments as needed.
• Assists the Senior Suitability Coordinator(s) with escalated calls, as necessary.
• Research and track documents, and resolve escalated service issues with emphasis on a designated function.
• Resolve moderate sales/operational needs/inquiries as it pertains to product clarification or pending new business.
• Assist with team members’ performance standards and reviews.
• Assist with monthly face-to face status updates with each member of the team seeking process improvement suggestions, discussing employee development plans, address concerns, and gauging overall employee job satisfaction.
• Lead, design, develop and implement all internal training for Suitability and New Business teams. This includes new-hire onboarding through day to day responsibilities.
• Develop and identify training opportunities and quality measurements to ensure expectations and service standards are met. Provide analysis and recommendations to leadership.
• Serve as a backup to supervisor in order to gain exposure and experience in preparation for career advancement.

Experience and Education Requirements

• Minimum 5+ years reviewing and analyzing complex transactions experience required.
• Minimum 4 years of life insurance and/or annuity experience preferred.
• Minimum 1 year of experience in a supervisory role preferred. 
• High School Diploma or Equivalent required
• Bachelors Degree preferred.

Knowledge, Skills & Abilities

• Must have strong analytical, organizational, and problem-solving skills and attention to detail.
• Effective communication and presentation skills, both verbal and written.
• Ability to work effectively both as an individual contributor and as a team leader.
• Ability to prioritize workflows, establish and meet deadlines and manage multiple concurrent tasks.
• Ability to adapt to change and facilitate change management within the team environment.
• Excellent phone presence and skills in handling escalated situations under pressure.
• Leads/participates in process improvement activities.
• Owns responsibility for timely production of deliverables.
• 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.
• Advanced computer skills and the ability to navigate multiple systems and programs including Microsoft Office, proprietary systems, and other technology solutions.
• Carries out responsibilities in a manner that is consistent with F&G’s Core Values and focus on customer service; Works to create an environment of openness and trust for all employees and strives for continued professional skills development.

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel may be required

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