Insurance Complaints Officer

• 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.