F&G

Manager – Issue Resolution

F&G

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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

Requirements

  • 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)
Benefits
  • health insurance
  • retirement plans
  • paid time off
  • flexible work arrangements
  • professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
issue resolutionprocess improvementmetrics analysisperformance trackingcapacity modelingrisk mitigationcompliancecustomer-focused solutionsquantitative measurementsqualitative measurements
Soft Skills
collaborationcommunicationleadershipproblem solvingteam trainingfeedback provisionorganizational skillsstrategic thinkingadaptabilitydevelopment
Certifications
Bachelor's DegreeLOMAICA