Associate, Call Center Representative (Hybrid)

Fortitude Re is a liability-led reinsurer of legacy insurance portfolios complemented by sophisticated investment capabilities. In 2016, AIG created a “Legacy” portfolio as a separate non-core segment representing insurance reserves associated with discontinued lines of commercial Property & Casualty and Life & Annuity insurance businesses. The following year, AIG formed a Bermuda-domiciled composite reinsurer, now Fortitude Re, to house the Legacy portfolio in a separate, distinct, well-capitalized balance sheet with a dedicated management team. In 2018, the company entered into a series of L&A and P&C reinsurance transactions with AIG and received an initial capitalization of ~$3 BN. The transactions represented ~$37 BN of reserves supported by ~$40 BN of invested assets. During this time, AIG also entered into a long-term partnership with The Carlyle Group, with Carlyle acquiring 19.9 % ownership. Then in 2019, The Carlyle Group and T&D announced acquisition of majority interest in Fortitude Re from AIG. This allowed for a new long-term shareholder base for the company while maintaining a strong capital position for supporting reinsurance obligations. Click here for more information about Fortitude Re.

At Fortitude Re we are looking for candidates who have both the skills and passion to help us achieve excellence. As a Customer Service Representative, you will be on the “front line” providing an exceptional customer service experience for clients, brokers and internal/external business partners. Our service organization is responsible for servicing policyholder and agent inquiries focused on delivering a best in class customer experience. Each customer contact provides you with an opportunity to reach your goals and make an impact on our business. You will have the opportunity to do the following:

As a contributor at Fortitude Re you are the one the clients turn to in times of need.  You act with speed, composure, compassion and knowledge to solve problems and the work you do every day is the heart of Fortitude Re’s business.

• Provide loyalty-building service to customers (policy holders, producers, internal associates and client companies) by answering incoming calls with a high degree of accuracy and speed, while consistently meeting key department performance metrics. 
• Provide a single point of contact for responding to case inquires related to status, selected data changes, required forms information and documenting all inquiries and any corresponding action taken.
• Effectively communicate policy information and company procedures to all customer of the firm
• Answer a high volume of policy holder and producer telephone calls while pro-actively evaluating concerns, requests and problems.
• Perform all transactions necessary to satisfy requests using the multiple computer systems and productivity tools.  
• Meet or exceed all performance contact center metrics for the position.
• Shift hours are Monday - Friday and can range anywhere from 7am to 7pm

What we are looking for:

• Strong PC skills and using multiple programs simultaneously.
• Ability to multitask.
• Demonstrate and practice strong written and oral communication skills.
• Demonstrate effective organizational, time management and prioritization skills.
• Demonstrate on a consistent basis follow through skills.
• Demonstrate the ability to adapt to change to meet the needs of the clients and department.
• Demonstrate the ability to work independently and in a team environment.
• High School Diploma or GED. Some college preferred.