Complaints Handling Officer
This is a 12 month maternity contract for a claims complaints handler with in depth knowledge of caseloads in the financial ombudsman service (FOS). Small team offering you broad exposure working with both high and low volume TPAs/MGAs
You will be tasked with:
• To coordinate all ombudsman cases with our partners
• To request our partner’s file, ensuring all relevant documentation in place and review the complaint – and decision – afresh
• To decide if the complaint has been handled fairly and reasonably, in line with the approach of the FOS
• Where a shortfall is noticed, to agree and educate our partner to persuade them to make a proactive settlement
• To communicate settlements to the FOS, persuading them and the customer that it is fair and reasonable
• To handle in-house complaints, and issue final responses
• To carry out monthly quality assurance reviews of our partner’s complaint handling against a set of standards, and deciding whether the outcome is in line with the approach of the FOS
• To discuss cases with our colleagues and partners, guiding them to fair and reasonable outcomes • To carry out the administration surrounding these exercises, as well as other administration for the complaints function
• You will handle a high volume email in box and will be overseeing apx 1000 cases each month mainly in MOTOR and HOME insurance claims
You will need an indepth knowledge of the FOS gained either through working in house with them or working in a similar role within an insurance environment - this is essential
• Ability to work under pressure with extremely tight deadlines
• Experience of influencing senior stakeholders to provide information at short notice
• Ability to handle challenge and pushback from senior people whilst building, developing and managing relationships - your communication skills both written and verbal need to be excellent
• Experience of handling motor – and home – insurance complaints
• A sound working knowledge of CIDRA, the Insurance Act 2015, and the Marine Insurance Act 1906
• To know the approach of the FOS to complaints about delays, claim decisions, and mis representation
• To know the FOS process
• Good working knowledge of DISP
• Ability to write and speak persuasively and empathetically, and to teach others how to do the same
• To know what fair and reasonable looks like