Manager - Customer Complaint Compliance
December 12
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. • Address inquiries and audits from various state Departments of Insurance. • 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.
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