Resolution and Insurance Complaints Liaison Associate

Resolution and Insurance Complaints Liaison Associate
Lloyd’s is the world’s leading insurance and reinsurance marketplace. We share the collective intelligence and risk sharing expertise of the market’s brightest minds, working together for a braver world.
Lloyd’s are currently seeking to recruit a Resolution and Insurance Complaints Liaison Associate 4 days per week, 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.
Complaints against Lloyd’s underwriters are made against the Society of Lloyd’s and as such it is imperative that policyholder complaints are handled in an appropriate manner. Failures by managing agents and their representatives are referred to a senior member of the team and addressed on a case-by-case basis. This is a regulated activity.
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.
Principal Accountabilities for the Resolution and Insurance Complaints Liaison Associate
• 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 mentor and provide technical guidance to other case officers and to take a leading role within technical discussions and knowledge sharing
• 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 the Policyholder and Third Party Oversight team
• To take the lead in providing guidance to Lloyd’s policyholders and FOS and educate managing agents and their representatives on Lloyd’s, FCA and international regulatory requirements for the handling of UK and international complaints and FOS findings, via telephone, specific meetings and Lloyd’s Complaints Forum and to represent Lloyd’s Complaints team at external meetings and conferences
• 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
• Review on an ongoing basis work processes with a view to continual improvement in the handling of complaints
• Ensure compliance with the requirements of Lloyd’s Complaints Protocol
• Support the Complaint Governance and Investigation teams, including the investigation of complaints escalated by policyholders for review by Lloyd’s and the review and update of complaints handled by managing agents or their representatives
• To conduct monthly quality audit checks of individuals tasks for both Governance and Investigation function
Skills Knowledge of the Resolution and Insurance Complaints Liaison Associate
• Knowledge and understanding of the UK FCA Dispute Resolution rules
• Knowledge of general insurance matters (including Financial Ombudsman Service’ rulings and common industry approaches)
• Knowledge of claims investigation procedures
• 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
• Complaints / claims handling experience
• 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 identifying discrepancies and failure to follow instructions, providing clear feedback to managing agents
• Proven negotiation and influencing skills
• Effective case management, balancing short term and long term objectives and deadlines to ensure all cases are progressed in a timely manner
• Ability to interpret varied policy wording and Insurance terminology
NO AGENCIES PLEASE
JOB REF: AWDO-P11752
This job is being advertised by AWD online on behalf of Lloyd’s
Resolution and Insurance Complaints Liaison Associate | Lloyd’s | Financial Ombudsman | FOS | Financial Conduct Authority | FCA | Complaints Handling | Claims Handling