Responsibilities
* Resolving complaints/disputes
* Investigating complaints/disputes
* Managing Ombudsman file requests
* Providing insights on complaints data to mitigate future complaints and improve the customer experience
* Identifying opportunities for continuous improvement in complaints handling and the related customer experience
* Reporting and communicating on the above points, internally and (where required) externally
* Supporting on external third party administrator audits
Qualifications
* Minimum 3 years\' experience handling complaints for a financial service provider, insurance sector preferred
* Fluent in English and either French, German, Dutch or Portuguese
* Experience with gathering and preparing files requests for the relevant Ombudsman
* Knowledge of a range of General Insurance products
* Experience in managing complaints across multiple jurisdictions
* Professional phone manner
* Must have very strong written communication skills and be able to draft complaint correspondence
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