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Complaints Officer

4 months ago

London, Greater London, United Kingdom AXIS Insurance Full time
This is your opportunity to join AXIS Capital - a trusted global provider of specialty lines insurance and reinsurance. We stand apart for our outstanding client service, intelligent risk taking and superior risk adjusted returns for our shareholders. We also proudly maintain an entrepreneurial, disciplined and ethical corporate culture. As a member of AXIS, you join a team that is among the best in the industry.

At AXIS, we believe that we are only as strong as our people.

We strive to create an inclusive and welcoming culture where employees of all backgrounds and from all walks of life feel comfortable and empowered to be themselves.

This means that we bring our whole selves to work.

Main Purpose of Role:


To manage all aspects of the complaints handling process in relation to complaints received by AXIS Specialty Limited arising from insurance contracts entered by the company or any of its agents.


Key Duties and Responsibilities:
Complaints

  • To log all complaints upon receipt and identify source of complaint.
  • To liaise with underwriting and claims functions to obtain information relating to circumstances of events giving cause to complaint.
  • To review claims and underwriting files and form conclusions relating to resolution of complaints (including economic settlement as appropriate) and draft responses to policyholders and/or policyholder's representatives.
  • To liaise with the Financial Services and Pensions Ombudsman (FSPO) as appropriate.
  • To keep the progress of all responses to complaints under review to ensure that all deadlines for response are met.
  • Where complaints arise from third parties acting on behalf of AXIS to ensure that these are handled in accordance with internal Complaints handling procedures.
  • To maintain management information in relation to complaints handling statistics.
  • To undertake root cause analysis of complaints received to identify any trends and recommend corrective action where required.
  • To provide appropriate feedback to underwriters/claims handlers on any relevant matters arising from the handling of complaints
  • To keep internal procedures under review to ensure that they meet with of regulator's dispute handling requirements.
  • Use formal reporting mechanisms to promptly notify relevant parties of any perceived new risks or failures of existing control measures.
  • Demonstrate leadership in promoting a corporate culture which pays due regards to the interests of customers and always treats them fairly.
Reporting

  • Assist in the production of MI relating to:
Notification of complaints for all territories across applicable AXIS entities. Product Review complaints data as required by Conduct Risk and other business units. Claims related complaints for the purposes of producing packs for the Quarterly Complaints & Claims Forum.

Core Competencies:

  • Knowledge and Skill Level Required
  • Previous relevant experience of working in an insurance complaints handling environment preferred but not essential.
Technical Knowledge

  • Understanding of insurance documentation including policy wordings, proposal forms, statements of fact, claim forms and surveyors' reports etc.
  • Understanding of insurance terminology.
  • Microsoft Outlook, Word, Excel etc.
Personal Attributes

  • Well organized and methodical.
  • Ability to work with limited supervision.
  • Ability to prioritize tasks and meet deadlines.
  • Good written communication skills.
  • Ability to develop relationships across all functions and levels across the Group.