Complaints Handler

1 week ago

London, Greater London, United Kingdom Arch Europe Insurance Services Ltd Full time

The Position:


To support the Complaints Manager in being the central point of contact for Arch Insurance International - Europe with regards to the recording, tracking, handling, and reporting of Complaints received by Arch during the normal course of business.

For the avoidance of doubt, this covers Arch Managing Agency Limited ("AMAL"), Arch Insurance (UK) Limited ("AIUK") (including Arch UK Regional Division), Arch Insurance (EU) DAC ("AIEU") and Arch Managing Agency Australia Limited ("AMAAL").


Job Responsibilities:

  • Promote a culture of compliance by raising awareness of compliance and regulatory matters and encourage adherence to applicable laws and regulations.
  • Ensure complaints are investigated promptly, fairly and in line with all company procedures and regulatory expectations whilst promoting a culture to ensure the same across the business.
  • Analyse complaints, providing insights in product, team, and service performance and performance against market peers Ensuring robust and operational complaints policies and procedures are embedded across the business.
  • Support the embedding of an effective root cause analysis mechanism.
  • Support the Complaints Manager in providing an accurate and insightful complaint data suite and reporting, working with the Complaints Manager, and colleagues in Compliance to identify poor customer outcomes and drive necessary change either at product or functional level.
  • Assist in the coordination of the compilation of complaints handled by TPAs with delegated complaints handling, reviewing such complaints where referrals have been made by TPAs.
  • Support regulatory complaint reporting, liaising with the Compliance Function.
  • Support the management of the handling of complaints from the initial complaint through to conclusion.
  • Support the Complaints Manager in the complaints process, ensuring that policy changes and efficient processes are implemented.
  • Collaborate with the Compliance Function with a view to implementing relevant amended or additional legislation or regulation in respect of complaints.
  • Liaise with colleagues in the Compliance Function to provide complaints training throughout the business to ensure that all staff understand how to identify a complaint and are aware of the process that they should follow.

Required Skills/Experience:

  • Demonstrate a high level of problem solving and the ability to resolve issues.
  • Demonstrate a risk based methodology in work methods and reporting.
  • Strong analytical skills.
  • Ability to manage own workload, prioritising tasks appropriately and ensuring that SLAs are achieved.
  • Strong interpersonal skills to deal with challenging issues and provide the right outcome for customers and the business and the ability to communicate effectively with a wide range of people face to face and over the telephone.
  • Strong attention to detail and excellent organisational skills
  • Strong Root cause analysis and data reporting experience
  • Strong reporting and MI knowledge

Desired Skills/Experience:

  • Knowledge and understanding of FCA and Lloyd's procedures, specifically around complaints
  • Working knowledge of Aptean Respond a plus
  • Complaints handling experience within the insurance industry
  • CII a plus in lieu of business experience.

Education:

  • Ideally degree educated

The Company:
Arch Insurance is a global insurer offering our clients superior coverage and service.

We embody the Arch guiding principle of focusing on retaining experienced and talented employees to differentiate us from the rest of the pack.

Our group operates from offices in the US, Canada, Bermuda, UK, Australia and South Africa, providing specialty risk solutions to clients worldwide across a wide range of industries.

With over ten years of operating history and strong financial ratings, our track record remains solid.

Arch Insurance employs a disciplined underwriting approach and prudent risk selection across all types of business.

Our mission is to provide our insureds with superb coverage and claims handling through careful and diligent underwriting of risks and business-friendly solutions.

Across our global operations, Arch Insurance employees are ready to meet your needs with professionalism and excellence.

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