Customer Advocacy Manager

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.

Additional information

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

Work Location

• This position is based in Corebridge Financial’s Houston, TX office and is subject to our hybrid working policy, which gives colleagues the benefits of working both in an office and remotely.
• Estimated Travel
• May include up to 25%.
• #LI-SAFG #LI-CW1 #LI-Hybrid

Pay and benefits

At Corebridge Financial, we prioritize the health, well-being, and work-life balance of our employees. Our comprehensive benefits and wellness program is designed to support employees both personally and professionally, ensuring that they have the resources and flexibility needed to thrive.

Benefit Offerings Include

• Health and Wellness: We offer a range of medical, dental and vision insurance plans, as well as mental health support and wellness initiatives to promote overall well-being.
• Retirement Savings: We offer retirement benefits options, which vary by location. In the U.S., our competitive 401(k) Plan offers a generous dollar-for-dollar Company matching contribution of up to 6% of eligible pay and a Company contribution equal to 3% of eligible pay (subject to annual IRS limits and Plan terms). These Company contributions vest immediately.
• Employee Assistance Program: Confidential counseling services and resources are available to all employees.
• Matching charitable donations: Corebridge matches donations to tax-exempt organizations 1:1, up to $5,000.
• Volunteer Time Off: Employees may use up to 16 volunteer hours annually to support activities that enhance and serve communities where employees live and work.
• Paid Time Off: Eligible employees start off with at least 24 Paid Time Off (PTO) days so they can take time off for themselves and their families when they need it.

Eligibility for and participation in employer-sponsored benefit plans and Company programs will be subject to applicable law, governing Plan document(s) and Company policy.