Job Summary
The Manager, Issue Resolution is responsible for resolving escalated issues and closing the gap between internal, external, and vendor stakeholders. This position ensures service issues are resolved in an efficient, effective, and customer-focused manner and serves as the team’s primary escalation path. The Manager, Issue Resolution is responsible for oversight of internal and external issues, continuous improvement and trending, driving team behaviors to meet business area and company goals.
Duties & Responsibilities
- Tracks issue resolution trends, reporting insights, and tool metrics to drive accurate issue resolution
- Implements tools, reporting, and metrics to drive high-quality issue resolution and regularly communicates trends to executive leadership
- Resolves escalated, executive, and high-complexity issues
- Collaborates with the leadership and analytics teams to inform strategy for issue resolution
- Designs and documents processes that deliver customer-focused solutions while mitigating risk and maintaining compliance with industry trends and regulations
- Ensures smooth transitions between involved teams by evaluating tools and processes with third-party administrators (TPA)
- Drives continuous process improvement and cross-functional problem solving using internal metrics and analytics and industry best practices
- Manages team training and development and procedure enhancement to support timely issue resolution
- Tracks individual and overall performance by quantitative and qualitative measurements and provides feedback and direction to the team
- Monitors daily operations, revises and enhances staffing policy; collaborates with operations leaders on capacity and demand modeling
- Performs other functions, duties, and projects as assigned
Supervisory Responsibilities: This role has people leadership responsibilities, including managing performance, developing talent, and supporting engagement and team effectiveness.
Minimum Qualifications
- Bachelor's Degree in business administration, finance, marketing, or related field
- 5+ years of general business experience with experience in life, annuity, and/or disability claims
- 5+ years of experience in Customer Service, Issue Resolution work, direct resolution with customers
- 1+ years of relevant experience in a supervisory role
- Life insurance certifications (e.g., LOMA, ICA)
Other Requirements
- This position primarily involves sedentary work, requiring long periods of sitting, regular use of a computer, and occasional standing or walking, with reasonable accommodations available.
- Perform other functions, duties, and projects as assigned
- Regular and punctual attendance
Ability to travel up to: 10% of the time
#LI-JB1
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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 [email protected].
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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