A Brand offering insurance solutions to its customers is currently looking for an Insurance Complaints Officer to join its team, reporting to the Chief Operation Officer you will be responsible for:

Contribute to planning and control of change of the Complaints Management function
Investigate and manage the resolution of complaints within given regulatory and operational timescales
Ensure complaint management is compliant with regulations, internal process and policies
Ensure the quality of service with regards to management of complaints
Implement Complaint Process and Protocols for new programmes, products and TPA Arrangements
Audit and inspection of compliance of TPA’s in relation to complaints
Deliver the homogenisation of the Complaint processes across all TPA’s
Maintenance of Complaint Management procedures in line with operational, regulatory and legal requirements
Ownership of Complaint Registers of both licenced entities
Regular monitoring and reporting to committees in relation to complaints data

Requirements:

Proven experience obtained in an Insurance role
Knowledge of Insurance claim assessment and decision trees
Knowledge of common underwriting risks in particular to the Payment Protection Insurance products
ACII professional qualification
Ability to assess complicated situations and take equitable decisions
Excellent eye for detail and accuracy
Fluency in English and ability to converse, write and read in any other language French/German/Spanish/Italian/Romanian would be considered an advantage.

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Insurance Complaints Officer

Castille