The primary role of the Complaint Liaison Associate is to be the contact point between the Lloyd's market and Financial Ombudsman Service (FOS) to assist with the resolution of UK policyholder complaints that have already been reviewed by the Market, but the policyholder remains dissatisfied with the outcome and has escalated their complaint for review by FOS. In addition, they have responsibility for the handling of complaints referred to Department of Insurance (DOI) in the US. This role is to ensure effective liaison between Lloyd's and external bodies such as the Financial Ombudsman Service in the UK and Department of Insurance in the US, as well as quality assessing the handling of complaints by Lloyd's Governance and Investigation Associates.
This is a problem solving and decision‑making role that involves detailed discussions and negotiations with FOS, managing agents and their representatives and Lloyd's Complaint Investigation Associates to ensure policyholder complaints reach a fair and reasonable outcome and the regulatory requirements of the FCA are met.
The role will assist with the oversight of complaint handling in the UK helping to ensure that appropriate decisions are made by Lloyd's and the Market as well as the reconciliation and analysis of FOS cases. The role protects the Lloyd's Brand by ensuring:
* effective liaison with the Financial Ombudsman Service, including the provision of information, detailed, fact‑based negotiations and challenging their decision with and providing supporting evidence where it is felt their decision is inappropriate or fails to consider the facts of the case and regular review of open cases with FOS to ensure that Lloyd's are aware of all decisions issued and cases are being progressed;
* complaints referred to US Department of Insurance by policyholders are responded to appropriately and within the DOI deadline by managing agents or their representatives, failure to do so can result in actions being taken by the DOI with regard to Lloyd's licenses;
* high profile or contentious issues are escalated as required as per internal guidelines;
* to build and maintain relationships with key internal and external stakeholders through frontline and daily contact. These include FOS, managing agents, coverholders, delegated complaint administrators and other areas within MOD;
* to ensure the update and maintenance of data in the Complaints Monitoring databases to ensure accuracy of UK and international regulatory reports, internal management information to both manage internal workloads and provide data to oversee the Lloyd's Market and to correctly charge case fees;
* to identify and record non‑compliance with the UK complaints code and international complaint handling requirements by managing agents and their representatives to allow for these issues to be addressed and escalated to Management team;
* to review on an ongoing basis work processes with a view to continual improvement in the handling of complaints;
* to ensure compliance with the requirements of Lloyd's Complaints Protocol;
* to conduct monthly quality audit checks of individuals tasks for both Governance and Investigation function.
Skills
* The ability to remain calm and objective under pressure to handle difficult complaints with tact and diplomacy.
* Ability to review complaint files and interrogate data to identify discrepancies and failure to follow instructions, providing clear feedback to managing agents.
* Proven negotiation and influencing skills.
* Effective communicator, able to convey the message appropriately and ensure it is understood by the audience.
* Time management to ensure delivery according to agreed standards/commitments.
Experience
Must be able to work accurately and with minimum supervision and be able to make decisions on complaints based on a broad understanding of relevant policies and procedures and of operational requirements.
We understand that diversity and inclusion are a focus for us. Lloyd's aims to build a diverse, inclusive environment that reflects the global markets we work in, treating everyone with dignity and respect to achieve their full potential. In practice, this means we are positive and inclusive about making workplace adjustments, offering regular health and wellbeing programmes, diversity and inclusion training, employee networks, mentoring and volunteering opportunities as well as investing in your professional development.
Work/life balance is important. A hybrid model of working from the office and home is offered, providing flexibility. Flexible working forms part of a total reward approach which includes generous pension, healthcare, wellbeing, training, education & development, benefit allowance, employee recognition scheme and various employee discount schemes.
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