Customer Solutions Unit Complaint Analyst (Hybrid)

Brentwood, TN, USA Req #361
Sunday, January 1, 2023

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.

Your future team

The responsibilities of the Fortitude Re Life & Annuity Solutions (FLAS) Customer Solutions Unit (CSU) Complaint Analyst are to review and respond to incoming complaints received from both regulatory and non-regulatory sources.  

Fortitude Re: In 2016, AIG created a third reporting segment, Legacy, to manage non-core assets and liabilities, and businesses in run-off, with the objective of balancing the benefits of return of capital or capital redeployment, with potential near-term reductions in book value.  The launch of the Fortitude Re entity in 2017 (formally DSA Re) was an important early step in achieving that objective.  AIG continued the Fortitude Re strategy by announcing a strategic partnership with The Carlyle Group to achieve the long-term vision for Fortitude Re.  Fortitude Re currently reinsures $36 billion of AIG’s Legacy Life and Annuity and General Insurance liabilities. Fortitude Re’s diversified risk portfolio, strong claims operation, and efficient administration capabilities provide the foundation for a platform that can be scaled over time to offer unique solutions to external parties.  AIG and Carlyle plan to build Fortitude Re into a standalone platform with financial strength that complements its strategically differentiated capabilities.  For more information, please visit

Career Path

Our career program will provide you with the opportunity to develop your skills, strengthen your productivity, and be eligible to progressively advance to positions with an increased responsibilities.   We provide you with the training and opportunity for development along with a pay for performance culture to earn additional recognition and bonuses.

Your contribution at Fortitude Re Life & Annuity Solutions

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. As a highly knowledgeable and experienced team member, you are capable of driving continual improvement and impacting the way that things get done. Because of your influence, whether direct or indirect, we are able to deliver positive outcomes for our clients.

    • Research, facilitation with business areas to resolve and respond to non-regulatory complaints
    • Quality and content review of data entered into the complaints management system

What we are looking for

The Complaint Analyst will be working in the dynamic Customer Solutions Unit supporting Fortitude Re legacy business. The ideal candidate exhibits strong problem solving, high quality writing and strong verbal communication skills.  Bring your skills and varied background to this exciting team!

    • Experience within a compliance and/or insurance operations related function in a corporate environment preferred, but not required
    • Customer-focused mindset
    • Excellent communication skills, both verbal and written
    • Ability to research and resolve escalated customer issues
    • Ability to collaborate with multiple stakeholders to identify root cause of issues.
    • Background in handling challenging circumstances
    • Can maintain a high level of customer service within a fast paced, deadline driven environment using strong time management skills
    • Comfortable with ambiguity and self-directed
    • Extraordinary attention to detail, accuracy and quality
    • Knowledge of Life & Annuity products/systems preferred, but not required


It has been and will continue to be the policy of Fortitude Group Holdings, LLC, its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability, or any other legally protected categories. 
At Fortitude Re, we believe that diversity and inclusion are critical to our future and our mission- creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

Other details

  • Pay Type Hourly
Location on Google Maps
  • Brentwood, TN, USA