Senior Specialist, Consumer Affairs

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Conduct research on consumer and regulatory complaints to ensure fair resolutions.

• Collaborate with various business units to address and respond to both regulatory and non-regulatory complaints.

• Compose detailed and precise response letters for medium to complex complaint cases.

• Assess the quality and substance of information entered into the Complaints Management System.

• Follow procedures for the retention of complaint files.

• Engage in departmental projects as needed.

• Proactively identify and participate in problem-solving initiatives.

• Work together on process design improvements.

• Ensure exceptional execution and seek out areas for enhancement.

• Assist in formal reviews of complaints, conducting investigations and responding to regulators and clients on behalf of institutional customers.

• Report directly to the Manager of Consumer Affairs.

⛳️ Requirements

• A bachelor's degree or equivalent experience is required.

• At least 3 years of experience in life insurance operations and compliance is necessary.

• Previous experience in a compliance and/or insurance operations role within a corporate setting is preferred, though not mandatory.

• A customer-centric approach is essential.

• Exceptional verbal and written communication skills are needed.

• Capability to investigate and resolve escalated customer concerns.

• Proficient in working with multiple stakeholders to determine the root cause of issues.

• Experience in managing challenging situations effectively.

• Ability to uphold a high standard of customer service in a fast-paced, deadline-oriented environment, utilizing strong time management skills.

• Comfort with ambiguity and self-directed work is important.

• Strong attention to detail, accuracy, and quality is required.

• Knowledge of Life & Annuity products and systems is mandatory.

🏝️ Benefits

• Annual bonus contingent on both company and individual performance.

• Comprehensive benefits package.

• A culture that emphasizes inclusivity and belonging.

• Commitment to equal opportunity employment.