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About the Role

As a Complaints Specialist, you will manage the end-to-end complaints handling process across all business verticals, ensuring customer concerns are handled with care, accuracy, and compliance with FCA, ASIC, and evolving EU regulations. You will work cross-functionally to resolve complaints, identify root cause trends, and provide insights for continuous improvement, collaborating with the Senior Complaints Manager and Compliance team.

Responsibilities

Manage and resolve complaints across multiple verticals, ensuring fair and timely outcomes.
Maintain full compliance with FCA, ASIC, EU, DOI & internal complaint-handling regulations.
Ensure complaint cases are logged, tracked, and responded to within defined service timescales.
Identify complaint trends and root causes; work with relevant teams to implement preventative actions.
Identify issues that could pose a business or regulatory risk.

Requirements

Solid understanding of global complaint-handling regulations (FCA, ASIC, EU, DOI).
Experience managing complaint cases across multiple product lines or customer journeys.
Knowledge of claims or insurance operations strongly preferred.
Comfortable working with cross-functional teams and navigating complex issues.
Prior exposure to regulated environments or customer remediation programs.
Bachelor's degree in a relevant field.
Strong attention to detail and ability to manage sensitive escalations professionally.
Customer first mentality to address issues with empathy and patience.
Ability to identify trends from data and escalate key risks.
Collaborative mindset with strong communication and influencing skills.
Confidence in decision-making under pressure.
A structured, proactive approach to documentation and process improvement.

Work Type

Hybrid

Education Level

Bachelor's degree in a relevant field
Postgraduate degree and/or record of academic achievement is also desirable

Benefits

Flexible Work Environment
Global company, with the opportunity to work from any of our offices for 4 weeks a year.
Employee Stock Options
Work with like-minded people who are passionate about both the work we're doing and giving back.
Social Initiatives

About the Company

Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies.
Partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
Our team and products have been recognized with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020.
Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
Our People are Bold, Authentic, Purposeful and Inspired.
Our People are not Perfect, Traditional, Complacent or Cautious.

Equal Opportunity

Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.