Senior Complaints Officer
3 weeks ago
**Flexible Work Eligible**: Flexible Work Schedule
**DISCOVER your opportunity**
Reporting to the Complaints UK Manager, the Senior Complaints officer will be supporting the Complaints UK Manager in BAU and ad hoc tasks. You will lead by an example in demonstration of core commitments of AXA XL. You will be helping to train new team members, contributing towards various MI, committees, Internal Audit Actions and delegating work to other members of the team.
An understanding that the customers come first which may result in working outside your core hours to deliver Treating Customers Fairly and The New Consumer Duty (FCA regulations). You will be responsible for dealing with high profile and complex complaints which include the UK Financial Ombudsman and the Irish regulator Financial Ombudsman Pension Scheme (F.S.P.O) and any mediation ad well as service check-in plan for the Coverholders and TPAs.
The Complaints UK team is a of team of two plus the Manager. We also have some colleagues who are based in our office in India.
**DISCOVER your opportunity**
What will your essential responsibilities include?
- To assist the Complaints Manager in forming relationship with extended teams like India and other cross functions.
- In the absence of the UK complaints manager, you will lead the team and ensure work is delegated to the team across both locations and that BAU is maintained.
- Work closely with the Complaints UK Manager in establishing and maintaining a robust Complaints framework (including the oversight of corresponding policies and procedures) which allows AXA XL to comply with FCA, PRA and Lloyd’s requirements as well as regulators of overseas operations of the UK regulated entities.
- Look for process enhancements and synergies.
- To assist the Complaints Manager in managing the relationships with the FCA, FSPO and Lloyd’s.
- To assist Complaints Manager in performing service reviews and check-ins with Coverholders and TPAs.
- Day to day view of the volume of complaints and provide consultation to your colleagues.
- Performing file review and highlighting any abnormalities to the manager.
- Identify any trend in root cause analysis through various reporting packs.
- Assisting Complaints Manager in managing the Company’s response to Customer complaints within the required timelines and perimeters set by the PRA, FCA and Lloyd’s.
- Preparing and delivering complaints training.
- Assisting in the preparation of both internal and external reporting.
You will report to the UK Complaints Manager.
**SHARE your talent**
**SHARE your talent**
We’re looking for someone who has these abilities and skills:
- Knowledge of relevant FCA and Lloyd’s rules for complaint handling.
- Experience of dealing with FOS and Lloyd’s.
- Knowledge of insurance operations, including claims/underwriting and third-party arrangements.
- Advantageous if you have experience using the complaints system Caresmart.
- Excellent communication skills.
- Strong organisational skills and able to work on own initiative.
- A desire keep pace with changes to legislation, regulations and market practice and responding to regulatory consultations in close collaboration with the Regulatory reporting, Conduct and Complaints Lead.
**SHARE your talent**
We’re looking for someone who has these abilities and skills:
- Knowledge of relevant FCA and Lloyd’s rules for complaint handling
- Experience of dealing with FOS and Lloyd’s
- Knowledge of insurance operations, including claims/underwriting and third-party arrangements.
- Advantageous if you have experience using the complaints system Caresmart
- Excellent communication skills.
- Strong organisational skills and able to work on own initiative
- A desire keep pace with changes to legislation, regulations and market practice and responding to regulatory consultations in close collaboration with the Regulatory reporting, Conduct and Complaints Lead
**FIND your future**
AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.
How? By combining a strong and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and specialty.
With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.
**Diversity & Inclusion**
We know that a diverse workforce and inclusive culture enable business growth and are critical to our success. That’s why we have made a strategic commitment to attracting and retaining the most diverse workforce possible, while creating a strong, inclusive culture where everyone is welcome and can contribute and reach their highest potential.
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