обновлено 3 дня назад
Senior Customer Relations Officer (Insurance)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Customer Relations Officer (Insurance): Investigating and resolving complex, sensitive, and escalated complaints across the UK insurance business with an accent on fair customer outcomes, regulatory compliance, and evidence-based decisions. Focus on handling FOS-referred cases, determining proportionate redress, challenging stakeholders, and identifying complaint root causes.
Location: Croydon, United Kingdom; primarily office-based
Company
is a global insurance organization providing property casualty insurance, life insurance, retirement solutions, and related financial services across more than 80 countries and jurisdictions.
What you will do
- Manage complex, high-risk, executive, media, vulnerable-customer, and Financial Ombudsman Service complaints from receipt through closure.
- Investigate complaints impartially by gathering evidence and reaching fair, consistent, and defensible outcomes.
- Determine appropriate remedies and redress, including issue correction, interest, or compensation, and ensure implementation.
- Provide quality assurance and approval of complex or escalated complaint responses.
- Support early resolution while maintaining complete investigations and records.
- Maintain complaint-management records, recommend workflow improvements, and handle personal and special-category data securely.
Requirements
- Substantial experience handling complex complaints in UK general insurance or another FCA-regulated financial services environment.
- Working knowledge of FCA DISP complaint-handling requirements, Financial Ombudsman Service processes, and fair and reasonable decision-making.
- Understanding of Consumer Duty, vulnerable-customer treatment, conduct risk, operational risk, and complaint root-cause analysis.
- Strong analytical, decision-making, written, and verbal communication skills, with the ability to use plain English.
- Ability to influence and constructively challenge experienced stakeholders while developing practical solutions.
Culture & Benefits
- In-person collaboration and a primarily office-based working environment.
- Comprehensive benefits covering health, wellbeing, financial security, and professional development.
- Continuous learning and development opportunities.
- Inclusive culture supported by cultural-awareness activities and Employee Resource Groups.
- Reasonable workplace accommodations for applicants and employees with disabilities.
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