**Customer Service Manager**

Nashville, TN, USA Req #278 Monday, February 14, 2022 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 for more information about Fortitude Re.

**Position Details**

The Manager will be working in a team environment of approximately 7 members supporting the Universal Life and Annuity Tax team.

The ideal candidate will have experience with Universal Life and Annuity products as well as familiarity with tax reporting requirements. the position will provide post sales, pre-Claims customer service and maintenance and will review and process IRS regulatory functions, tax reporting and special projects.

This position will also support management with Verint, team time reporting and work flow management.

**Requirements**

1. Work with team leads that are responsible for managing the day-to-day operations of a team or representatives that handle customer service inquiries and problems via the telephone and sometimes email.

2. 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 or exceeding key department performance metrics.

3. Lead a team of 15-20 CSR's in a high volume contact center environment.

4. Effectively communicate policy information and company procedures to all internal/external customers.

5. Become a subject matter expert for your team and your clients. This position will be responsible for coaching performance and up training.

6. Be able to perform all front line tasks to help support team.

7. Work with senior leaders within the firm and provide timely/accurate reporting on performance of team.

8. Responsible for hiring, coaching and performance management of the team. Resolve HR personnel issues, as needed.

9. Advanced interpersonal skills. Proven ability to interact successfully with internal/external customers both orally and written.

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**

* Job Function Associate/Sr Associate

* Pay Type Salary