Customer Complaints Coordinator

Job Overview

Customer Complaints Coordinator(maternity cover contract/6 months)

Have you experience in the insurance industry?

Remote working options available but you must be able to attend two weeks training on site in my clients Galway City office.

Monday-Friday 09:00am-05:00pm

My client a global insurance company are looking for a customer complaints coordinator for a 6 months maternity cover contract for their travel sales department. The contract may be extended for a longer period and there could be other possibilities within the company after the contract is up.

There is also great opportunities for progression and further education in the company.

Responsibilities:

Investigate all customer complaints reported by reviewing customer submission, case notes, correspondence, call recordings & provider records as required

* Provide direction on the investigation of complaints relating to assistance cases

* Ensure that regulatory timescales in complaint handling are adhered to, & any risk of non-adherence is escalated to management & the compliance team as soon as identified

* Adjudicate the outcome of the complaints (within assigned remit) or refer to manager for approval of proposed outcome

* Provide a response to complainants on the outcome of the investigation, including drafting (& sign-off within delegated remit) of final response letters

* Maintain a complete record of all complaints & library of related customer contact & correspondence

* Conduct quarterly root cause & trend analysis & make recommendations to management on training & process improvement needs

* Lead periodic reconciliation & data cleansing activities to ensure that system records are accurate & up to date at all times

* Assist with the preparation of client complaint reports & regulatory returns

* Assist management with the preparation of Data Subject Access Request & Data Erasure Requests

* Continually develop own knowledge of the product, the Company & the industry to enhance ability to resolve complaints to the customer's satisfaction, early in the life cycle

Requirements:

  • Experience in a complaints management role a distinct advantage.
  • Experience in the insurance industry, especially in a claims or sales department.
  • Ability to undertake a 360° review of the circumstances giving rise to a complaint, resolve contentious issues with tact and empathy
  • Superior written & verbal communication skills, in particular a high standard of letter writing capability & listening skills
  • Proficiency in MS Office applications; in particular MS Word & Excel
  • CIP or APA qualified but part-qualified candidates will be considered depending on extent of progress towards qualification.

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