Complex Solutions Specialist

Job Summary

The Complex Solutions Specialist will serve as a key point of contact for escalated inquiries providing timely and effective resolutions. This position functions as a proactive liaison between Operations and and Sales departments to resolve annuity New Business issues. This position reports to Annuity New Business, Supervisor and has no direct reports.

Duties and Responsibilities

• Serve as key point of contact for escalated inquiries.
• Effectively monitor and prioritize escalated emails based on urgency and impact, ensuring timely responses to critical issues.
• Maintain a high level of productivity while managing the email inbox, minimizing response time without compromising quality.
• Leverage internal resources and collaborate with cross-functional teams to resolve complex issues efficiently.
• Ensure proper follow-up on resolved issues to confirm satisfaction and prevent recurrence.
• Monitor and handle additional team inboxes to assist teammates and resolve complex situations.
• Show understanding and empathy towards the concerns of financial institutions, reinforcing a client-centric approach.
• Identify and mitigate risk associated with escalated inquiries, ensuring that solutions are compliant and uphold the organization’s reputation.
• Implement an effective communication plan based on internal/external business partner preference to provide quality customer service.
• Articulate responses that clearly address the concerns raised in emails, ensuring the language is appropriate for financial institutions and stakeholders.

• Keep accurate records of escalated issues and resolutions for future reference and learning.
• Anticipate potential escalations based on previous trends and develop solutions before issues arise.
• Provide support and mentorship to junior team members, sharing knowledge and best practices for managing escalated inquiries.
• Provide regular feedback to management on common escalations and potential areas for improvement in processes or communication.

Experience and Education Requirements

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 3-5 years of experience within the financial services or insurance industry. At least 1 year of annuity experience.
• Experience handling escalated phone calls involving service issues or training needs.
• Experience with annuity products and services is highly desirable.
• Successful completion of Life Insurance related education such as LOMA or CLU coursework strongly preferred.

Knowledge, Skills & Abilities

• Possess in-depth knowledge of the products and services offered to financial institutions, enabling effective resolution of complex issues.
• Adheres to company policies and legal requirements regarding sales and product compliance.
• Fosters a collaborative environment by encouraging open communication and teamwork among members.
• Builds knowledge of internal and external business partners through collaboration and communication.
• Develops and sustains effective working relationships with a wide range of stakeholders, including team members, virtually and in-person.
• Understands how the functional units interact with each other; recognizes business changes within coverage area and the impact.
• Understands and demonstrates commitment to the departmental vision, strategy, change iniatives and goals.

Other Requirements

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

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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 [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