Insurance Complaints Officer

Leontine Fabri
Job Ref
  • Attractive salary
  • International exposure
  • Multicultural team
Key Responsibilities:
  • 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
  • Undergo continuous professional development training on an annual basis and provide internal training to staff on complaints handling
Skill Requirements:
  • Professional Qualifications: ACII
  • Language Skills: Fluent in English
  • Knowledge of Insurance claim assessment and decision trees
  • Knowledge/Interest in Medical investigations and common medical terms would be considered an asset 
  • Knowledge of common underwriting risks in particular to the Payment Protection Insurance products
Ideal candidate would have:
  • Proven experience obtained in an Insurance role; ( claims, complaints or insurance compliance based)
  • Good relationship building and communication skills (written and verbal);
    • Real ability of how to communicate effectively with conviction and authority
    • Real ability of how to communicate with empathy and understanding
    • Ability to maintain relationships with wide range of people across an organization
  • Personal Qualities – Enthusiasm, Resilience, Drive and commitment and ability to work in constantly changing and pressured environment
  • Effective Problem solving - creative/analytical
    • Good analytical ability to understand and identify issues quickly
    • Ability to present sound and well reasoned arguments to resolve an issue
  • Ability to assess complicated situations and take equitable decisions
  • Excellent eye for detail and accuracy
  • Ability to act proactively
  • A desire and proven ability to deliver quality service at the highest level
  • Conflict management skills
  • Ability to work both independently and in collaboration with Top Management
  • Excellent organisational skills
  • Ability to converse, write and read in any other language French/German/Spanish/Italian/Romanian would be considered an advantage
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Leontine Fabri
Associate Consultant
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