Job Summary

The Customer Complaint Compliance Manager manages the Customer Complaint Compliance Team.  The role requires expertise in overseeing the development and management of customer complaint investigations, responses, and resolutions.  This position reports to the Director or Agent Monitoring and Anti-Fraud Compliance and will work closely with other members of the Legal and Compliance groups, as well as the Operations, Actuarial and Sales teams.

Duties and Responsibilities

• Manage the Customer Complaint Compliance Team including setting objectives, managing performance, and providing guidance and support.
• Ensure all complaints received from annuity and life insurance clients are thoroughly and properly investigated, with timely responses provided to clients.
• Support team members in the investigation and review of customer complaints.
• Identify, track and investigate Agent Monitoring issues related to complaints.Properly determine and record results of complaints reviews for tracking and reporting purposes.
• Manage the Customer Complaint database for reporting purposes.
• Oversee the reporting of Key Risk Indicators (KRIs) related to customer complaints.
• Draft response to customers regarding complaint resolutions.
• Lead the development and maintenance of departmental policies and procedures, ensuring they are up-to-date and aligned with organizational standards and regulatory requirements.
• Address inquiries and audits from various state Departments of Insurance concerning customer complaints.
• Provide managerial support for other compliance functions including Agent Monitoring, AML, and Anti-Fraud teams.

Experience and Education Requirements

• Bachelor’s degree is required.
• 10+ years of experience in an insurance Compliance or Operational role.
• Insurance/financial industry designations or completed coursework towards Compliance, Ethical or Anti-Fraud designations preferred.

Knowledge, Skills & Abilities

• Excellent verbal and written communication skills
• Strong organizational skills
• Strong analytical skills and aptitude for detailed work
• Ability to perform in a fast-paced production environment while addressing multiple responsibilities
• Ability to work from home under limited direct supervision
• Demonstrated management and leadership abilities 

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel required (less than 10%)

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