New Business Customer Contact Representative 1

Fidelity & Guaranty Life Business Services; Des Moines (IA); Hybrid; USD 21,000 - 28,000; Full time

Job summary

Fidelity & Guaranty Life Business Services in Des Moines, IA seeks a customer service representative to handle incoming calls, resolve inquiries and issues promptly, and document call reasons and resolutions with privacy and compliance in mind.

Role requires a High School Diploma and 0–1 year in a contact center or related field. The environment supports in-office, hybrid or remote work, with occasional travel less than 10% as needed.

Qualifications

• Handles customer questions and concerns in a timely and professional manner.
• Maintains effective communication and adapts to changing workloads.
• Develops basic understanding of company products and processes.
• Awareness of privacy requirements and data handling.

Responsibilities

• Handle incoming calls and resolve inquiries promptly.
• Document call reasons and resolutions with accuracy.
• Provide support to Financial Advisors, Policy Holders, and internal partners.
• Perform administrative tasks as needed.

Skills

Customer service

Communication skills

Problem solving

Time management

Team collaboration

Privacy awareness

Education

High School Diploma

Job description

Duties and Responsibilities

Professionally handle incoming calls and ensure that inquiries and issues are resolved promptly, thoroughly and efficiently. Efficiently research and document call reason and resolution, with focus on privacy regulations, processes and procedures. Handle inquiries in the best interest of the customer and company. Provide quality service and support to a variety of areas including but not limited to Financial Advisors, Policy Holders, and Internal Business Partners. Some administrative tasks/duties.

Experience and Education Requirements

High School Diploma

0-1 years of experience working in a Contact Center, sales support team and/or other previous industry experience preferred.

Knowledge, Skills & Abilities

Demonstrates basic understanding of how F&G is structured and the products/service offerings within respective coverage area. Maintains effectiveness in a changing internal environment, such as assignment to a new role or functional group. Handles customer questions and concerns in a timely and professional manner. Displays solid communication skills for dealing with day-to-day issues. Demonstrates an awareness of workloads, assists team members regardless of who owns the task. Begins to develop skillset to frame message to audience appropriately with coaching and guidance. Develops awareness of new techniques, methods, and practices. Demonstrates basic awareness and understanding of digital techniques, methods, and tools used at F&G. Interacts with customers appropriately on an as-needed basis. Asks thoughtful questions to understand business objectives or desired outcomes. Demonstrates ability to self-organize, set priorities, and manage workload. Demonstrates basic understanding of how current job fits into the organizational vision. Demonstrates awareness of workload and shares updates on availability with manager. Understands and works to improve basic processes and systems. Understands basic data concepts. Accepts and owns assigned project tasks; understands impact within the team or organization. Understands expectations for interaction with vendors. Contributes to deliverables by executing work and providing team members with appropriate status updates. Demonstrates risk awareness and understands risk mitigation strategies.

Other Requirements

Perform other functions, duties and projects, as assigned. Regular and punctual attendance. Some travel may be required (less than 10%).

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 [e-mail].

Join our employee-centric hybrid work environment: F&G Careers

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.

1Top Workplaces USA 2022 - 2023 2Des Moines Register Top Workplaces 2018 - 2022

Notice for all Applicants who are California residents under the California Privacy Rights Act.