Claims Complaints Handler

We’re on the hunt for a Claims Complaints Handler to join us and play a key role in shaping the future of our MGA. This is a Homebased role that will see you handling complaints from our claims team from start to finish always providing outstanding customer service. What You Will Do As a Claims Complaints Handler This is an overview and not an exhaustive list of responsibilities.

• Receiving and acknowledging customer complaints via phone, email, written correspondence, and social media.
• Gathering all necessary information and conducting thorough investigations into complaints.
• Liaising with relevant departments and stakeholders to ensure prompt resolution of complaints.
• Ensuring that all complaints are logged accurately and maintained in the Company’s complaint management system. (DFN)
• Maintaining an accurate record at all times of all notified, open, closed and FOS referred Complaints in the Complaints system, producing accurate Complaints MI as required.
• Prepare reports on complaints, including numbers received, nature of complaints, and resolutions.
• Keeping customers informed of progress and ensuring regular updates are provided.
• Providing excellent customer service and always maintaining a high level of professionalism.
• Identifying trends and potential issues that may lead to complaints. Performing Root Cause Analysis of Complaints, broken down by Business Unit as appropriate, and feeding into the Claims Corrective Action Plans accordingly.
• Working with the management team to develop and implement strategies to improve the overall customer journey.
• Liaise with appropriate stakeholders to co-ordinate and manage FOS complaints.
• Providing support to the Quality Assurance Team in the completion of required audits.
• Liaising with Third Party Administrators to ensure that all Complaints handled by them are handled within their relevant Delegated Authorities and captured within the Geo Complaints system and MI.
• Managing compensation so that it is paid when appropriate to do so and in the correct amount.

What are we looking for in our next Claims Complaints Handler:

• Experience of working in a complaints handling role or similar, preferably within a Claims environment.
• Knowledge or experience of the relevant insurance or similar regulatory and compliance environment.
• Excellent oral and written communication and interpersonal skills.
• Good working knowledge of Microsoft products including Excel, PowerPoint and Word.
• Production of management information and root cause analysis reporting.

#AIB Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential. If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check. Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No Agencies please.