Complaint Specialist

Responsibilities

• Manage customer complaints, escalations, and complex life insurance cases
• Research issues and determine appropriate next steps based on company policies and regulatory requirements
• Draft professional written responses, including correspondence that may be reviewed by Legal or Compliance
• Assess potential business, customer, compliance, and regulatory risk
• Manage approximately 10 active cases at various stages while maintaining accuracy and urgency
• Partner with Compliance, Legal, peers, and leadership to resolve complex cases
• Explain complicated insurance processes and decisions in a clear, customer-friendly way
• Support increased case volume related to organizational growth and change
• Make timely decisions while working effectively in a fast-paced, "controlled chaos" environment

Skills

• Customer service
• Financial services
• Phone support
• Call center
• Compliance
• Quality assurance

Qualifications

• Previous experience in life insurance, annuities, brokerage, financial services, compliance, or a related environment preferred
• College degree preferred
• FINRA licensing, including Series 6, may be preferred or required depending on responsibilities (NICE TO HAVE would like to see at least 2 of these candidates)
• Previous Experience Handling Customer Complaints Or Escalations Strongly Preferred
• Candidates with strong financial services sales experience and knowledge of life insurance may also be considered
• Experience Level Intermediate Level

Pay

The pay range for this position is $25.00 - $30.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)