COMPLAINTS HANDLER
- Recruiter
- Panoramic Associates Ltd
- Location
- Surrey
- Salary
- 30000.00 - 45000.00 GBP Annual + Benefits
- Posted
- 24 Nov 2014
- Closes
- 28 Nov 2014
- Sectors
- Business Opportunities
- Contract Type
- Permanent
- Hours
- Full Time
Panoramic Associates are supporting a European General Insurer who are seeking a Complaints Handler to join their team. The Complaints Handler/File Reviewer will provide triage functionality and assessment of customer files resulting in a review based on concerns raised by their customers, following receipt of a questionnaire. The role will focus particularly on the miss-selling of insurance and the complaints surrounding this.
Fluency in German, Spanish or French will be essential.
The role will involve the triage of questionnaires which will dictate whether a more formal review needs to be considered or whether the remedial action will be carried out.
The other main aspect of the role will be conducting file reviews to investigate customer concerns around the sale of their policy or their ongoing eligibility and suitability. This will also include reviews of previously handled claims and complaints to ensure the customer has been treated fairly.
The File Reviewer will be expected to achieve the following objectives:
Productivity Targets
The File Reviewer will be expected to meet targets in relation to cases assessed over the duration of the week and triages completed. These targets are designed to ensure the PBR is running to key target dates.
Quality Targets
The File Reviewer will be expected to meet targets in relation to the quality of their case assessments. Their work will be sample checked using a risk based approach with the emphasis of the checking being that a decision has been met that is in line with the business principles and internal procedures for the PBR. These targets are designed to ensure that the PBR is being carried out in line with the policies and processes that have been set out.
Key Competencies
Demonstrates commitment to the fair treatment of our customers
Ability to provide full and detailed case assessments and file reviews resulting in a balanced decision being made, taking into consideration the business principles, procedures and the customer's concerns.
Fluency in either German, Spanish or French is essential.
This is a fantastic opportunity to secure a key strategic position within a multinational insurance group and will offer the Complaints Handler the opportunity to develop a long and rewarding career. In order to be considered, please contact us ASAP