Complaints Executive (Insurance)

29 Mar 2019
28 Apr 2019
MW Appointments
Job Roles
Compliance Officer
Contract Type
Full Time

Complaints Executive (Insurance)

Chelmsford, Essex

Salary: £40,000 + benefits package


Our client is a pre-eminent global insurance group, including a Lloyds syndicate platform.

The main purpose of this role is to support and promote the fair treatment of customers by ensuring the correct and timely resolution of complaints received globally across the business in accordance with legal and regulatory requirements and group procedures for dealing with complaints.

Duties will include;
·Oversee and support the investigation, resolution and recording of all other complaints received, including those handled under delegated authority by Coverholders and Third Party Administrators to ensure the delivery of correct, fair and compliant outcomes
·Investigate, resolve and maintain records of the most complex and sensitive complaints received, including liaising with internal and external legal advisers and regulators as needed to deliver correct, fair and compliant outcomes
·Act as a specialist technical reference point on complaints handling and complaints regulatory requirements, including holding case surgeries and developing and delivering complaints awareness and handling training
·Conduct root cause analysis to identify the causes of complaints, and drive appropriate actions to address those causes, improve client experience and reduce waste
·Represent the Complaints Team at internal management meetings, working groups, committees and external meetings with coverholders, Third Party Administrators and Lloyd's to influence their engagement with and promote awareness of complaints issues, communicate best practice in complaint handling and champion the fair treatment of clients
·Review applications for complaints delegation to TPAs and coverholders, providing authorisation where appropriate
·Conduct quality assurance checking on complaints and review EDR decisions, identifying areas for improvement and taking appropriate actions to deliver them
·Prepare and deliver high quality written reports, commentaries and presentations on complaints matters to management, to identify and update on key complaints issues, and to satisfy the internal requirements governance arrangements
·Manage a range of complaints-related projects and initiatives to maintain or enhance the effectiveness of group complaints handling arrangements and promote the fair treatment of clients

Job Specific Skills, knowledge and Expertise;

-Excellent communications skills
-Experience working within a regulated environment (ideally insurance)
-Prior experience in a complaints function
-Strong knowledge of applicable UK legislation and regulatory framework
-A track record of creating and implementing operational processes and procedures
-Able to build collaborative and credible relationships with external and internal stakeholders
-Analytical skills

REF : 6847

MW Appointments is acting as an Employment Agency in relation to this vacancy.

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