Customer Advocacy Manager at Corebridge Financial in Houston, TX

Job description

Who We Are At Corebridge Financial, we believe action is everything. That’s why every day we partner with financial professionals and institutions to make it possible for more people to take action in their financial lives, for today and tomorrow. We align to a set of Values that are the core pillars that define our culture and help bring our brand purpose to life: We are stronger as one: We collaborate across the enterprise, scale what works and act decisively for our customers and partners. We deliver on commitments: We are accountable, empower each other and go above and beyond for our stakeholders. We learn, improve and innovate: We get better each day by challenging the status quo and equipping ourselves for the future. We are inclusive: We embrace different perspectives, enabling our colleagues to make an impact and bring their whole selves to work. Who You’ll Work With We help Americans take action to create the financial future they envision. Our focus is on financial solutions that help people grow and protect their retirement assets, and then turn those assets into protected lifetime income where appropriate. Our innovative annuity solutions provide powerful growth opportunities, guaranteed lifetime income, beneficiary protection, and, in many products, options to protect against market downturns that could impact future income. We empower our selling partners — financial professionals at broker-dealers, banks and agencies — with valuable insights, engaging tools and business-building resources for bringing our annuity solutions to their clients and helping them realize their retirement goals. 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 deli