Complaint Resolution Specialist
2 days ago
Job Summary
We are seeking a highly skilled Complaint Resolution Specialist to join our team at Chubb. As a key member of our Complaints Team, you will play a critical role in ensuring accurate assessment and dedicated management of complaints.
Key Responsibilities
- Engage with customers throughout the complaint process, ensuring regular updates on progress while handling complaints fairly and within local requirements.
- Review and learn from past decisions, including decisions made by the local Ombudsman or Regulators.
- Gather all necessary evidence in relation to complaints and ensure fair customer outcomes. Prioritize and handle your own case load and conduct telephone calls with customers in a professional manner.
- Work with internal departments and gather information to investigate complaints and manage all incoming enquiries effectively, while providing a professional service.
- Make a final decision on the merits of the complaint and calculate payments where appropriate, communicating outcomes clearly to customers in writing and by telephone.
- Liaise with local Ombudsman where necessary and build & maintain relationships with the business, explaining the rationale behind decisions when appropriate.
- Previous experience in a complaint handling role.
- Customer services experience demonstrating a professional and high standard in customer care, with proven experience of prioritizing and working to SLAs.
- Excellent listening and communication skills.
- Awareness of Fraud is preferred, and a working knowledge of Regulatory Complaints and Compliance (Insurance Industry preferred).
- Experienced in MS Office Packages.
What We Offer
- Competitive salary & pension scheme.
- 25 days annual leave plus ability to purchase 5 additional days.
- Private Medical cover, Employee Share Purchase Plan, Life Assurance.
- Subsidized gym membership, and more...
Our Core Values
At Chubb, we live and work by our core values of Integrity, Client Focus, Respect, Excellence, and Teamwork. We're an ethical and honest company that's committed to our clients, employees, and partners. We strive to create a collaborative and supportive working environment where colleagues can perform at their best.
Diversity & Inclusion
We believe that our people are our greatest asset, and we're committed to creating an inclusive and diverse workplace. We welcome applications from candidates of all backgrounds and abilities, and we're happy to provide reasonable accommodations to ensure equal access to employment opportunities.
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