Senior Specialist, Consumer Affairs

About the role

Handles formal complaint review, investigation and responses to regulators and customers on behalf of institutional clients within a client experience team. Reports to a consumer affairs manager.

What you will do

• Investigate complaints raised by consumers and regulators and work toward fair outcomes
• Coordinate with business units to settle and answer regulatory and non-regulatory complaints
• Write complete and accurate response letters for moderately to highly complex complaints
• Check the quality and content of records entered in the complaints management system
• Follow the processes for retaining complaint files and take part in departmental projects

What they look for

• Undergraduate degree or comparable experience
• At least three years in life insurance operations and compliance
• Customer-focused outlook with strong verbal and written communication
• Ability to research and resolve escalated customer issues and find root causes with stakeholders
• Knowledge of life and annuity products and systems
• Strong time management and attention to detail in a deadline-driven setting

Nice to have

• Prior work in a compliance or insurance operations function within a corporate setting