Reporting to: Compliance Officer – Conduct Risk Location: Aldgate, London Position type: 35 hours p/w (3 days in the office, 2 days working from home) Overview : Why Tokio Marine HCC? Standing still is not an option in the current world of Insurance. TMHCC are one of the world's leading Specialty Insurers. With deep expertise in our chosen lines of business, our unparalleled track record and a solid balance sheet, TMHCC evaluates and manages risk like no one else in the industry. Looking beyond profit, empowering our people and delivering on our commitments are at the core of our customer values, and so is a desire to grow and provide creative and innovative solutions to our clients. Job Purpose: To assist in managing the Conduct Risk elements of the TMHCC International Compliance function, including the management of complaints, to ensure it meets company and regulatory expectations. Key Responsibilities : To handle all aspects of complaints management including: - maintaining appropriate and relevant records (including use of the CareSmart complaints system ); - investigating the background and circumstances of complaints cases; - liaising with business units to reach appropriate resolutions to complaints; - communicating with complainants and/or their representatives both verbally and writing, keeping them informed and bringing complaints to a conclusion; - assisting the Compliance Officer – Conduct Risk in any required reporting relating to complaints, both external regulatory reporting and internal reporting to TMHCC International's Boards and Committees; - maintaining and updating the Complaints Handling Procedures and Complaints e-learning training module as required; and - review of any FOS/regulatory papers issued covering complaints handling. To assist with the completion and submission of Conduct Risk related Lloyd's and regulatory returns, as necessary. As required, assist the Compliance Officer - Conduct Risk with the completion of Lloyd's minimum standards for Compliance-owned areas. Provide support to the Compliance Officer - Conduct Risk for regulatory risk assessments and requests for information, thematic reviews, and internal audits. To assist in obtaining appropriate Conduct Risk related management information and incorporating this into the Conduct Risk MI reporting dashboards as well as providing appropriate analytical commentary on the MI. To liaise with business units as appropriate and respond to Conduct Risk queries comprehensively and in a timely manner. To assist as required in the implementation of the Complaints and Conduct Risk-related objectives detailed in the annual Compliance Plan . Skills and Experience Specification: Past experience of handling complaints from first advice through to conclusion Experience within the London insurance market preferred. Good communication skills, both verbal and written. Strong attention to detail. Ability to confidently communicate with the business. Ability to assimilate and interpret information with accuracy. Competent in use of Microsoft Office. Strong investigative and analytical skills. What We Offer The Tokio Marine HCC Group of Companies offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit for more information about our companies. The Tokio Marine HCC Group of companies is an equal opportunity employer. Please visit for more information about our companies. #J-18808-Ljbffr
