At American Equity Investment Life Holding Company ® we offer leading annuity products that help empower our clients to fulfill their needs and wants in retirement. Our success comes from hiring high-energy individuals who embody the beliefs that drive our unique culture. We currently fund over half a million retirements nationwide, and have been headquartered in West Des Moines, Iowa, for over twenty-five years with satellite offices in Charlotte, NC and New York, NY.
The Sr Resolution Analyst is responsible for managing and resolving consumer complaints and insurance department inquiries in a fair and timely manner.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Investigates and resolves customer complaints in a fair and equitable manner and in accordance with company policies and regulatory required timelines.
- Drafts responses and communicate with customers and regulators.
- Manages requests from regulators in a timely manner.
- Maintains accurate records of disputes, resolutions, and communications, providing detailed documentation for audits or internal reviews.
- Collaborates with the Compliance and Legal teams to ensure dispute handling is in line with applicable laws, regulations and risk management guidelines.
- Provides insights and recommendations for process improvements related to both the complaint management process and broader business operations.
- Communicates and collaborate effectively during the investigation process.
- Collaborates effectively with the business to remediate issues in response to complaint data and assist with root cause analysis.
- Assists with the review of agent activity.
- Become knowledgeable of company systems and learn to obtain data needed to investigate complaints and review agent activity.
- Assists with identifying trends, compiling information and presenting written recommendations to senior management with supportive documentation and rationale.
- Assists with monthly senior management reporting information
- Assist the fraud team on an as needed basis. Takes complaint calls and/or emails and follows through with appropriate persons/departments.
- Performs other related work as assigned.
SUPERVISORY RESPONSIBILITIES:
Direct Reports: 0
General Description of Indirect Reports (2 and 3-downs): 0
- Three (3) plus years life or annuity industry insurance experience
- Bachelor’s degree preferred or appropriate combination of education and experience.
- Compliance, investigative or operational experience preferred.
CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:
None
KNOWLEDGE, SKILLS AND ABILITIES:
- Excellent written and verbal communication skills, with the ability to explain complex issues to both customers and internal stakeholders.
- Strong customer service orientation.
- Mathematical skills and strong attention to detail.
- Ability to work cooperatively and successfully with internal and external stakeholders.
- Proficient in the use of Microsoft Office Suite.
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
- Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
- Investigative, research and analytical skills.
- Experience with annuity products is preferred.
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