Customer Solutions Unit Complaint Analyst

Nashville, TN, USA Req #361
Tuesday, May 17, 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 here for more information about Fortitude Re.


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

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:

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.

You will research, facilitation with business areas to resolve and respond to non-regulatory complaints

You will complete 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.

  • Bachelor's degree preferred
  • 5-10 years’ experience in insurance Operations exhibiting proven abilities in problem solving
  • high quality writing and verbal communications, along with a strong knowledge of service center processes across product lines. Bring your skills and varied background to this exciting team!
  • the ability to quickly change direction as volume or team needs require
  • background in handling challenging circumstances

  • client service orientation and ability to 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

  • attention to detail, accuracy and quality
  • knowledge of Life & Annuity products/systems a plus

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.
Location on Google Maps
  • Nashville, TN, USA