Policyholder Services Analyst

Job Summary

This position is responsible for having significant knowledge of Policyholder Services’ (PHS) processes and business platforms, and for analyzing, identifying, and recommending process improvements. This position will provide production analysis and trending/sharing insights and will also be responsible for creating project initiation requests and providing ongoing support of Post Issue Operations’ projects, participate in meetings, testing, etc.

This position reports to the Director, Policyholder Services and does not have any direct reports. This position will interact daily with multiple functional areas within the company including (but not limited to) Retail Ops., Sales, Agency Services, Suitability, Legal/Compliance, Claims, and with FGL’s vendors, agents, and IMOs and will have direct accountability to both Post Issue processing and call centers.

Duties and Responsibilities

• Understand key operational flows, controls and compliance requirements that would improve our agent, IMO, and client experience. Provide analysis and recommend process changes to management team.
• Maintain a thorough understanding of the Life/Annuity industry including company product knowledge, industry trends, compliance issues, etc.
• Assist with the development of management reports; both standardized and ad-hoc
• Analyze and identify ways to improve upon current reporting, providing specific recommendations based on review and analysis
• Analyze and report on performance trends
• Assist with the Exception and Escalation processes/cases
• Serve as a point of contact for PHS for our internal partners
• Keep flexible in work responsibilities (due to small team, rallying around many tasks is critical)
• Create project initiation requests, documenting current issue and proposed solutions
• Monitor and prioritize submitted projects and department initiatives to ensure efficiency and proficiency of the business unit. Communicate progress, issues, and any action items to the Director Policyholder Services/VP Post Issue Services.
• Partner with vendors to drive efficiencies, resolutions, improvements
• Build and maintain strong partnerships with TPAs as needed.
• Participate in regular meetings with Post Issue teams, TPAs, and other vendors
• Coordinate and assist with testing (e.g. workflow).
• Assist with process/department audits, production-related escalations and issues, documentation, and potential training

Experience and Education Requirements

• Bachelor’s degree in business or related field
• Minimum of 3 years experience in the insurance/financial services industry
• Minimum of 3 years analytical experience
• Project Management experience a plus
• Six Sigma training and LOMA coursework a plus

Knowledge, Skills & Abilities

• Fluent in Microsoft Office and ability to learns new systems/platforms quickly
• Strong analytical abilities
• Ability to identify process opportunities and think holistically to address
• SME on complex products/processes
• High-level of personal accountability
• “All hands-on deck” mindset to rally around work outside of typical analyst functions when needed
• Ability to organize and prioritize work assignments
• Attention to detail
• Ability to quickly learn new processes, procedures, and software tools
• Strong computer skills including experience with MS-Word, MS-Access, MS-Excel and Visio
• Strong customer-relationship skills
• Strong collaboration ability
• Strong written and oral communication skills
• Proven ability to work under pressure in a fast-paced production environment; effectively handle multiple assignments, and produce results while requiring minimal supervision

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• The position requires extended periods of sitting at a desk and viewing a computer monitor. Must be able to work in a fast-paced environment and multi-task.
• Availability to work flexible hours to accommodate business needs
• Some travel may be required (approx. 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 [email protected].

Join our employee-centric hybrid work environment: 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. Please click here to review the policy.