Customer Advocacy Manager

Corebridge Financial, Inc.; Houston (TX); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Employee assistance program

Volunteer time off

Paid time off

Job summary

Corebridge Financial, based in Houston, TX, is seeking a dedicated Operations professional to ensure SLA achievement for assigned agencies and cases. You will coordinate across internal teams to align with operational experience for our distribution partners and escalate issues as needed.

You will collaborate with Compliance, Legal and senior leadership, review complex issues, and develop practical resolutions while maintaining strong partner relationships.

Qualifications

• Strong grasp of site-specific systems and service processes.
• Knowledge of listed systems and products including Term, IUL, GUL, VUL; annuities knowledge a plus.
• Minimum two years experience within the company and/or the industry.
• Excellent presentation, written and verbal communication to explain exceptions and root causes.
• Passionate about high-quality service delivery.
• Comfortable with ambiguity and change.
• Proven problem-solving abilities.
• Enjoy research and resolution.
• Strong interpersonal skills.
• Critical thinking to find solutions.
• Ability to collaborate across multiple organizational levels.
• Good attendance and performance records.
• Exceptional attention to detail.
• Team player.

Responsibilities

• Timely handling of complex service-related questions.
• Explain details to distribution/sales and operations partners and negotiate resolutions.
• Collaborate with Compliance and Legal.
• Build relationships with customers, BGAs, back offices and advisors.
• Review and elevate business issues for operations review and decision.
• Develop resolutions and process-improvement recommendations.
• Present analysis and root-cause findings to senior leadership for service improvements.
• Attend internal/external calls to aid in resolution of escalated cases.
• Track cases and follow-ups with requestors.
• Participate in project teams as needed.

Skills

Interpersonal skills

Excellent communication

Problem-solving

Critical thinking

Team player

Attention to detail

Presentation skills

Adaptability

Research and resolution

Tools

AWD

ALIP

Vantage

CCIV

Connext

ALS

SAP

Job description

Who We Are

At Corebridge Financial, we believe action is everything. That's why every day we partner with financial professionals and institutions to make it possible for more people to take action in their financial lives, for today and tomorrow.

We align to a set of Values that are the core pillars that define our culture and help bring our brand purpose to life:

• We are stronger as one: We collaborate across the enterprise, scale what works and act decisively for our customers and partners.
• We deliver on commitments: We are accountable, empower each other and go above and beyond for our stakeholders.
• We learn, improve and innovate: We get better each day by challenging the status quo and equipping ourselves for the future.
• We are inclusive: We embrace different perspectives, enabling our colleagues to make an impact and bring their whole selves to work.

Who You'll Work With

We help Americans take action to create the financial future they envision. Our focus is on financial solutions that help people grow and protect their retirement assets, and then turn those assets into protected lifetime income where appropriate. Our innovative annuity solutions provide powerful growth opportunities, guaranteed lifetime income, beneficiary protection, and, in many products, options to protect against market downturns that could impact future income. We empower our selling partners - financial professionals at broker-dealers, banks and agencies - with valuable insights, engaging tools and business-building resources for bringing our annuity solutions to their clients and helping them realize their retirement goals.

About The Role

This team member ensures all service level agreements and targets are achieved for assigned agencies, accounts and corresponding cases on a daily basis. They are responsible for supporting business strategies which bring alignment with the planned operational experience for the assigned distribution partner. They coordinate across internal teams for escalated case level or trending operational issues.

Responsibilities

• Timely and responsive handling of complex Service-related questions
• Ability to explain details to the distribution/sales and Operations Partners and negotiate a resolution between the company and the distribution partners
• Work closely with Compliance and legal
• Relationship building and liaison with multiple levels of customers, BGAs, Broker/Dealer back offices, Service Departments, Internal/External Wholesalers, Financial Advisors, TPAs and Companies doing business with Corebridge
• Reviewing, researching and evaluation of business issues and able to elevate to appropriate level of Ops for review and decision.
• Develop resolutions, recommendations and facilitating exception considerations to our internal partners.
• Partnering with senior leadership to present analysis and research findings and Root Cause Analysis for Service improvements
• Willingness to attend or make (internal/external) calls as needed to aide in resolution of exception/escalated cases.
• Tracking of cases and regular follow-ups to requestor.
• Project Team participation - as requested by management.

Please note this is not an exhaustive list of all responsibilities of the position, and the requirements of the job may change in line with business needs.

Skills and Qualifications

• Strong grasp of site-specific systems, products and Service processes
• Knowledge of systems to include (AWD, ALIP, Vantage, CCIV, Connext, etc.) ALS, SAP and other systems would be a plus.
• Product knowledge to include Term, IUL, GUL, VUL with understanding of the indices and calculations. Knowledge of older products and Annuities is a plus.
• Minimum two plus years combined experience within company and/or the Industry' preferably more
• Ability to demonstrate excellence in presentation delivery plus written and verbal communication skills to give details and reason behind exception requests, root cause andprocess improvements.
• Passionate about high-quality Service delivery
• Comfortable with ambiguity and change
• Proven problem-solving abilities
• Enjoy research and resolution
• Strong interpersonal skills
• Critical Thinking ability to look beyond the obvious and find solutions
• Ability to work with multiple levels of the organization across functional groups inside and outside Service
• Great attendance and performance records
• Extraordinary attention to detail, accuracy and quality
• Team player, strong

Work Location

This position is based in Corebridge Financial's Houston, TX office and is subject to our hybrid working policy, which gives colleagues the benefits of working both in an office and remotely.

Estimated Travel

May include up to 25%.

#LI-SAFG #LI-CW1 #LI-Hybrid

Why Corebridge?

At Corebridge Financial, we prioritize the health, well-being, and work-life balance of our employees. Our comprehensive benefits and wellness program is designed to support employees both personally and professionally, ensuring that they have the resources and flexibility needed to thrive.

Benefit Offerings Include:

• Health and Wellness: We offer a range of medical, dental and vision insurance plans, as well as mental health support and wellness initiatives to promote overall well-being.
• Retirement Savings: We offer retirement benefits options, which vary by location. In the U.S., our competitive 401(k) Plan offers a generous dollar-for-dollar Company matching contribution of up to 6% of eligible pay and a Company contribution equal to 3% of eligible pay (subject to annual IRS limits and Plan terms). These Company contributions vest immediately.
• Employee Assistance Program: Confidential counseling services and resources are available to all employees.
• Matching charitable donations: Corebridge matches donations to tax-exempt organizations 1:1, up to $5,000.
• Volunteer Time Off: Employees may use up to 16 volunteer hours annually to support activities that enhance and serve communities where employees live and work.
• Paid Time Off: Eligible employees start off with at least 24 Paid Time Off (PTO) days so they can take time off for themselves and their families when they need it.

Eligibility for and participation in employer-sponsored benefit plans and Company programs will be subject to applicable law, governing Plan document(s) and Company policy.

We are an Equal Opportunity Employer

Corebridge Financial, is committed to being an equal opportunity employer and we comply with all applicable federal, state, and local fair employment laws. All applicants will be considered for employment based on job-related qualifications and without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, neurodivergence, age, veteran status, or any other protected characteristic. The Company is also committed to compliance with all fair employment practices regarding citizenship and immigration status. At Corebridge Financial, we believe that diversity and inclusion are critical to building a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our colleagues are respected as individuals and valued for their unique perspectives.

Corebridge Financial is committed to working with and providing reasonable accommodations to job applicants and employees, including any accommodations needed on the basis of physical or mental disabilities or sincerely held religious beliefs. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to [e-mail]. Reasonable accommodations will be determined on a case-by-case basis, in accordance with applicable federal, state, and local law.

We will consider for employment qualified applicants with criminal histories, consistent with applicable law.

To learn more please visit: www.corebridgefinancial.com

Functional Area:

OP - Operations

Estimated Travel Percentage (%): Up to 25%

Relocation Provided: No

American General Life Insurance Company