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F&G

Experience the power of collaborative thinking.

Manager – Issue Resolution

ManagerManagerOtherRemoteSeniorTeam 501-1,000Since 1959H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

98 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglish

Job Description

Manager – Issue Resolution

F&G

• 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

Job 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

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