Complaints Correspondence Specialist (Insurance)

TL;DR

Complaints Correspondence Specialist (Insurance): Managing and responding to regulatory and escalated consumer matters with an accent on regulatory compliance, formal correspondence, and cross-functional investigations. Focus on ensuring timely filing of DOI and BBB complaints and conducting trend analysis for risk mitigation.

Location: Hybrid in Austin, TX

Company

A modern insurance provider focused on protecting homeownership through intuitive experiences and preventative maintenance plans.

What you will do

• Intake, log, and file regulatory and consumer complaints, including DOI and BBB matters, using RegEd and other systems.
• Draft and finalize formal regulatory response letters in accordance with internal guidelines and regulatory requirements.
• Investigate complex complaint matters by partnering with Claims, Underwriting, Service, and Agency Sales teams.
• Ensure all regulatory responses are submitted accurately and within strict deadlines.
• Conduct avoidable complaint reviews and contribute to recurring reporting and trend analysis.
• Present complaint trends and case updates during stakeholder meetings.

Requirements

• 3+ years of experience in insurance, compliance, regulatory response, or escalated complaint handling.
• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Working knowledge of insurance policies, claims processes, and regulatory requirements.
• Strong Excel skills and experience working with operational reports.
• High proficiency in written communication for drafting formal correspondence.
• Must be based in or able to work in a hybrid capacity in Austin, TX.

Nice to have

• Experience responding specifically to DOI or other regulatory complaints.
• Familiarity with RegEd or similar complaint management systems.
• Experience supporting executive reporting and trend analysis.
• Exposure to process improvement initiatives or workflow automation tools.

Culture & Benefits

• Comprehensive medical plans with 100% employer-covered dental and vision for employees and families.
• 401(k) retirement plan and eligibility for equity compensation.
• Flexible Time Off policy to support employee recharge and well-being.
• 12 weeks of parental leave for both primary and secondary caregivers.
• Onsite perks including snacks and drinks available in the hirify.global Habitat.