Customer Complaint Compliance Specialist

Fidelity & Guaranty Life Insurance Company

Location: Des Moines or Remote

Job Summary

The focus of the Customer Complaint Specialist is to investigate and respond to complaints and ensure that they are handled promptly, fairly, and in compliance with regulatory standards and company policies. Responsibilities include collecting and analyzing relevant documentation and transactions, managing the Customer Complaint database and Key Risk Indicator (KRI) reporting, and drafting responses to complaints. This role also involves executing strategic tasks such as drafting policies and procedures, and making recommendations for process improvements to prevent complaints and enhance the customer experience.

This position reports to the Manager of Customer Complaint Compliance and will work closely with other members of the Legal and Compliance groups, as well as the Operations, Risk, Actuarial and Sales teams.

Duties and Responsibilities

• Investigate and review customer complaints received by F&G from its annuity and life insurance clients

• Collect and analyze relevant documentation, transactions, and correspondence to understand the nature and details of each complaint

• Manage the Customer Complaint database for reporting purposes

• Oversee the reporting of Key Risk Indicators (KRIs) related to customer complaints

• Draft written responses to complaints regarding resolution

• Investigate and/or escalate agent monitoring issues

• Assist in writing and maintaining department policies and procedures

• Address inquiries and audits from various state Departments of Insurance concerning complaints

• Support various Compliance functions, including Agent Monitoring, Anti-Money Laundering (AML), and Anti-Fraud teams

• Make recommendations for process improvements based on investigation outcomes to prevent future complaints and enhance customer satisfaction

Experience and Education Requirements

• Bachelor’s degree is required

• 5+ years of experience in an insurance Compliance, Investigative or Operational role

• Demonstrated management and leadership abilities

• Insurance/financial industry designations or completed coursework towards Compliance, Ethical or Anti-Fraud designations preferred

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills

• Strong organizational skills

• Strong analytical skills and aptitude for detailed work

• Ability to perform in a fast-paced production environment while addressing multiple responsibilities

• Ability to work from home under limited direct supervision at a high level

• Well versed in insurance industry rules and regulations

Other Requirements

• Perform other functions, duties and projects as assigned

• Regular and punctual attendance

• Some travel required (less than 10%)