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About the Role

We Enable Possibility℠ by promoting progress and inspiring clients, employees, investors, and communities to achieve their greatest potential through collaboration, expertise, and innovation.

Responsibilities

• Promote a culture of compliance by raising awareness of compliance and regulatory matters and encourage adherence to applicable laws and regulations.
• Ensure complaints are investigated promptly, fairly, and in line with all company procedures and regulatory expectations whilst promoting a culture to ensure the same across the business.
• Analyze complaints, providing insights in product, team, and service performance and performance against market peers.
• Ensure robust and operational complaints policies and procedures are embedded across the business.
• Support the embedding of an effective root cause analysis mechanism.
• Support the Complaints Manager in providing an accurate and insightful complaint data suite and reporting.
• Identify poor customer outcomes and drive necessary change either at product or functional level.
• Assist in the coordination of the compilation of complaints handled by TPAs with delegated complaints handling, reviewing such complaints where referrals have been made by TPAs.
• Support regulatory complaint reporting, liaising with the Compliance Function.
• Support the management of the handling of complaints from the initial complaint through to conclusion.
• Support the Complaints Manager in the complaints process, ensuring that policy changes and efficient processes are implemented.
• Collaborate with the Compliance Function with a view to implementing relevant amended or additional legislation or regulation in respect of complaints.
• Liaise with colleagues in the Compliance Function to provide complaints training throughout the business to ensure that all staff understand how to identify a complaint and are aware of the process that they should follow.

Requirements

• Claims handling experience within the insurance industry
• CII a plus in lieu of business experience.

Skills

• High level of problem solving and the ability to resolve issues.
• Risk based methodology in work methods and reporting.
• Strong analytical skills.
• Ability to manage own workload, prioritising tasks appropriately and ensuring that SLAs are achieved.
• Strong interpersonal skills to deal with challenging issues and provide the right outcome for customers and the business.
• Ability to communicate effectively with a wide range of people face to face and over the telephone.
• Strong attention to detail and excellent organisational skills.
• Strong Root cause analysis and data reporting experience.
• Strong reporting and MI knowledge.

About the Company

• With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential.
• Our work is the catalyst that helps others achieve their goals.
• Arch Europe Insurance Services Ltd