Customer Advocacy Manager

Job Description

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, TPA’s 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