Manager, Issue Resolution

Fidelity & Guaranty Life Insurance Company•Des Moines, IA

14d•Hybrid

About The Position

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.

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
Perform other functions, duties, and projects as assigned
Regular and punctual attendance
Ability to travel up to: 10% of the time

Nice To Haves

Life insurance certifications (e.g., LOMA, ICA)

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