Senior Complaints Handler
2 weeks ago
Job Description
Primary Details
To work within Core Service Excellence to examine, evaluate and process complaints in accordance with regulations, to challenge complaint related process and ensuring core standards and technical excellence are met within the team and wider group.
Senior Complaints Handler – Claims Governance
To manage Core, Complex and Reinsurance complaints and other associated activities as an integral part of Claims Governance within Claims Performance, supporting regulatory compliance and our reputation.
Your new role
- Investigate and resolve complaints at all levels of complexity in accordance with the requirements of the Financial Services Authority (FCA), Lloyd’s, the National Bank of Belgium (NBB) and our internal Policies and Processes, taking into account any characteristics of vulnerability and ensuring fair and prompt customer outcomes, including any financial redress within authority limits that may be required.
- Contribute to and oversee the management of the central complaints’ mailboxes, actioning and disseminating emails, as required.
- Maintain up to date knowledge of the stance taken by the Financial Ombudsman Service (FOS) on applicable complaint types and support compliance with Lloyd’s requirements through participation in the Lloyd’s Market Dex Forum.
- Lead audits of complaints handling performed by Delegated Claims Administrators (DCAs) with complaints handling authority from our company.
- Manage the effective allocation of new complaints, maintain weekly team statistics and produce management information, analysis and reports for the Complaints Performance Group (CPG) and other governance forums, as required.
- Work proactively and collaboratively with claims handlers and the Claims Performance Outsource Team, providing support and guidance where required to drive the effective management and resolution of complaints.
- Identify and support the resolution of risks, issues and ineffective processes, supporting Operational Resilience reviews of complaints as an Important Business Service (IBS), providing guidance and training to team members, Claims staff andn Delegated Claims Adminstrators (DCAs), as required, utilising technical knowledge of claims and complaints handling and our processes and procedures.
- Work with key stakeholders to resolve risks and issues, in particular other members of the Governance, Technical and Service Excellence teams
About you
- Investigative, organisational and time management skills, able to manage multiple and time critical deadlines.
- Excellent communication skills, written and verbal.
- Influencing and relationship management skills with sound judgement, working with staff at all levels.
- Skilled in the production of Management Information, analysis, report writing and presenting reports to internal governance forums.
- Pro-actively providing and supporting training, as required.
- Strong IT skills, proficient in Microsoft Word, Excel, PowerPoint, Outlook, CareSmart, CMS, Dani, ECF, ODM and SharePoint.
- Good understanding of key claims handling systems, processes and complaints auditing experience advantageous.
- Comprehensive knowledge of processes, requirements and expectations of the Financial Ombudsman Service and Lloyd’s advantageous.
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