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 of the Voice of Customer (VOC) / Customer Feedback inboxes. Efficiently and effectively resolve disputes and escalations within service level agreements and delegated authority whilst using initiative to achieve the best possible outcome for the customer and Assurant. Ensure compliance with 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 collaborating with others and sharing knowledge and skills to achieve team goals and objectives. Oversight of our Complaints Management System and ensuring it is maintained and kept current, supporting reporting functions. Case management of multiple escalated claims simultaneously. Minimum Requirements: 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 prioritize 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.
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