Complaints Officer

The primary responsibility of this role is to manage complaints and disputes within the Claims Team.

The Complaints Officer will provide case management of escalated claims through our dedicated escalation channels. Ensuring escalations are handled timely within the set service level agreements, according to the defined Terms & Conditions and existing procedures.

Working closely with Claims Team Leaders who hold final approval of disputes escalated to our Internal Dispute Resolution (IDR) Process, the Complaints Officer will ensure appropriate escalation and investigative work is conducted to support unbiased, timely and accurate reviews of all disputes.

Key responsibilities of the role can include:

• Maintain a high level of Customer Service and Administrative skills at all times through the management the Voice of Customer (VOC) / Customer Feedback inboxes.
• Efficently and effectively resolve disputes and escalations within service level agreements and delegated authority whilst using inititative to achieve the best possible outcome for the customer and Assurant.
• Ensure compliance to all internal and external regulatory requirements such as privacy and RG271.
• Contribute to the continuous improvement of the business by actively identifying opportunities to improve processes and/or procedures.
• Work effectively within a team environment by working collaboratively with others and sharing knowledge and skills to achieve team goals and objectives.
• Oversight of our Complaints Management System and ensuring this is maintained and kept current, supporting reporting functions.
• Case management of multiple escalated claims at one time simultaneously.

Does this sound like you?

• Minimum of two years complaint management experience
• Proficiency in the use of Microsoft computer applications
• Highly organized with strong attention to detail and ability to priortise
• Strong decision making and problem solving skills
• High level of dispute resolution skills
• Demonstrates ability to work effectively in a team environment
• Analytical and practical skills; applying theoretical or practical knowledge to new situations and problems
• Excellent verbal and written communication skills

To apply:

If you think you are a perfect fit for this role, please click the link to apply.

Submit your resume accompanied by a cover letter detailing your experiences and suitability for the role.

The successful applicant will be subject to relevant background checks such as reference checks and a police check.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/

Why work with Assurant?

Everyone at Assurant, no matter their role, their skills, or where they’re located around the world is united by our uncompromising values. That’s why we created a culture where you’re free to bring thoughtful, caring attention to each customer or client, internally or externally. Whatever your position, your innovative thinking, common sense, integrity and actionable solutions, can make a real difference.

With more than 100 years industry expertise, we are trusted by over 300 million consumers worldwide and we handle more than 16.6 million unique policies across the automotive, appliance and technology, home and financial service industries. 

When you join Assurant you will be part of a community that cares. A fun, diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.

We offer a competitive salary, volunteering opportunities, training and development, as well as other benefits.