Complaints Associate

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

Key Tasks and Responsibilities

• Promote a culture of compliance by raising awareness of compliance and regulatory matters and encourage adherence to applicable laws and regulations.
• Ensure complaints are investigated promptly, fairly and in line with all company procedures and regulatory expectations whilst promoting a culture to ensure the same across the business.
• Analyse complaints, providing insights in product, team, and service performance and performance against market peers Ensuring robust and operational complaints policies and procedures are embedded across the business.
• Support the embedding of an effective root cause analysis mechanism.
• Support the Complaints Manager in providing an accurate and insightful complaint data suite and reporting, working with the Complaints Manager, and colleagues in Compliance to identify poor customer outcomes and drive necessary change either at product or functional level.
• Assist in the coordination of the compilation of complaints handled by TPAs with delegated complaints handling, reviewing such complaints where referrals have been made by TPAs.
• Support regulatory complaint reporting, liaising with the Compliance Function.
• Support the management of the handling of complaints from the initial complaint through to conclusion.
• Support the Complaints Manager in the complaints process, ensuring that policy changes and efficient processes are implemented.
• Collaborate with the Compliance Function with a view to implementing relevant amended or additional legislation or regulation in respect of complaints.
• Liaise with colleagues in the Compliance Function to provide complaints training throughout the business to ensure that all staff understand how to identify a complaint and are aware of the process that they should follow.

Role Requirements & Skills

Skills / Competencies

• Demonstrate a high level of problem solving and the ability to resolve issues.
• Demonstrate a risk based methodology in work methods and reporting.
• Strong analytical skills.
• Ability to manage own workload, prioritising tasks appropriately and ensuring that SLAs are achieved.
• Strong interpersonal skills to deal with challenging issues and provide the right outcome for customers and the business and the ability to communicate effectively with a wide range of people face to face and over the telephone.
• Strong attention to detail and excellent organisational skills
• Strong Root cause analysis and data reporting experience
• Strong reporting and MI knowledge

Qualifications

• Ideally degree educated

Experience

• Knowledge and understanding of FCA and Lloyd’s procedures, specifically around complaints
• Working knowledge of Aptean Respond a plus
• Complaints handling experience within the insurance industry
• CII a plus in lieu of business experience.

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14101 Arch Europe Insurance Services Ltd