Sr. Resolution Analyst

General Purpose Of The JobThe Sr Resolution Analyst is responsible for managing and resolving consumer complaints and insurance department inquiries in a fair and timely manner.Essential Duties And ResponsibilitiesInvestigates and resolves customer complaints in a fair and equitable manner and in accordance with company policies and regulatory required timelines.Drafts responses and communicate with customers and regulators.Manages requests from regulators in a timely manner.Maintains accurate records of disputes, resolutions, and communications, providing detailed documentation for audits or internal reviews.Collaborates with the Compliance and Legal teams to ensure dispute handling is in line with applicable laws, regulations and risk management guidelines.Provides insights and recommendations for process improvements related to both the complaint management process and broader business operations.Communicates and collaborate effectively during the investigation process.Collaborates effectively with the business to remediate issues in response to complaint data and assist with root cause analysis.Assists with the review of agent activity.Become knowledgeable of company systems and learn to obtain data needed to investigate complaints and review agent activity.Assists with identifying trends, compiling information and presenting written recommendations to senior management with supportive documentation and rationale.Assists with monthly senior management reporting informationAssist the fraud team on an as needed basis. Takes complaint calls and/or emails and follows through with appropriate persons/departments.Performs other related work as assigned.Supervisory ResponsibilitiesDirect Reports: 0General Description of Indirect Reports (2 and 3-downs): 0Education And/Or ExperienceThree (3) plus years life or annuity industry insurance experienceBachelor’s degree preferred or appropriate combination of education and experience.Compliance, investigative or operational experience preferred.Certificates, Licenses, Professional DesignationsNoneKnowledge, Skills And AbilitiesExcellent written and verbal communication skills, with the ability to explain complex issues to both customers and internal stakeholders.Strong customer service orientation.Mathematical skills and strong attention to detail.Ability to work cooperatively and successfully with internal and external stakeholders.Proficient in the use of Microsoft Office Suite.Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.Investigative, research and analytical skills.Experience with annuity products is preferred.At American Equity, our core values—Empowered, Passion, Integrity, and Caring—are more than words. They guide how we support one another and how we serve our clients every day. To learn more about American Equity, our culture, and our values, visit the Careers site.Iowa Best Companies to Work for 2025 | Top WorkplacesFor more information about how your information is processed, please click on the Privacy tab at the bottom of the page and then click on the Applicant Privacy Policy.