As a Complaints Specialist on our Customer Team, you will handle complaints resolution within the established procedures, ensuring that customers receive a timely and accurate response to their complaints. You will be implement any complaint resolution process and will collaborate with the complaints team on process improvements.
To drive success in this role, you will have a strong attention to detail and you will ensure a positive customer experience through resolving their complaints. This also includes implementing improvements to increase the customer satisfaction and decrease any legal risk for the company.

Key Responsibilities;

    • Manage customer complaints proactively and ensure end-to-end resolution. In some instances, this includes calling customers and regulators
    • Ensure that any new regulations or processes are effectively implemented
    • Ensure all complaints are managed within the company’s target SLAs.
    • Ensure that correspondence from the Ombudsman or other Regulatory body  is appropriately dealt with, that documentation provided is relevant, appropriate, and of high quality, and that responses are made within the required SLAs
    • Lead, prepare, and attend complaints meetings as needed.

What you will bring;

      • 2 years experience in all aspects of complaints handling
      • Adjusting licences in Hawaii, California and New York states are highly regarded
      • Experience fostering and developing key relationships with both external and internal stakeholders
      • Track record of advocating for customer solutions, the deep dive analysis of data and trends to ensure the positive resolution of the complaint
      • Excellent written and oral communication skills
      • Bachelor’s degree, postgraduate degree and/or record of academic achievement is also desirable
$56,000 – $67,000 a year
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