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Description:
- Manage the Customer Complaint Compliance Team including setting objectives, managing performance, and providing guidance and support.
- Ensure all complaints received from annuity and life insurance clients are thoroughly and properly investigated, with timely responses provided to clients.
- Support team members in the investigation and review of customer complaints.
- Identify, track and investigate Agent Monitoring issues related to complaints.
- Properly determine and record results of complaints reviews for tracking and reporting purposes.
- Manage the Customer Complaint database for reporting purposes.
- Oversee the reporting of Key Risk Indicators (KRIs) related to customer complaints.
- Draft response to customers regarding complaint resolutions.
- Lead the development and maintenance of departmental policies and procedures, ensuring they are up-to-date and aligned with organizational standards and regulatory requirements.
- Address inquiries and audits from various state Departments of Insurance concerning customer complaints.
- Provide managerial support for other compliance functions including Agent Monitoring, AML, and Anti-Fraud teams.
Requirements:
- Bachelor’s degree is required.
- 10+ years of experience in an insurance Compliance or Operational role.
- Insurance/financial industry designations or completed coursework towards Compliance, Ethical or Anti-Fraud designations preferred.
- Excellent verbal and written communication skills.
- Strong organizational skills.
- Strong analytical skills and aptitude for detailed work.
- Ability to perform in a fast-paced production environment while addressing multiple responsibilities.
- Ability to work from home under limited direct supervision.
- Demonstrated management and leadership abilities.
Benefits:
- Employee-centric flexible environment with in-office, hybrid, or remote work arrangements.
- Compliance with federal and state disability laws with reasonable accommodations provided.
- Regular and punctual attendance.
