Compliance Complaint Coordinator

Chubb•Chicago, IL

1d•$48,000 - $67,000

About The Position

The CSI Compliance Coordinator is responsible for overseeing their assigned complaint cases from start to finish, a process that involves reviewing the subject matter of the complaint in question, gathering pertinent supporting items which often include policy-related documents, historical correspondence to and from the insured, reviewing call histories, and prior case notes all in an effort to provide a thorough, solid response to complaints filed through regulatory entities. The coordinator will also be responsible, when necessary, to communicate internally with various departments in an effort to either secure a better understanding of events that took place, or to ask that a matter beyond the coordinator’s control be resolved.

Requirements

Proven experience within customer service or complaint resolution, preferably in the consumer services industry.
Strong understanding of regulatory and non-regulatory complaint processes.
Strong problem-solving and decision-making abilities.
Excellent communication and interpersonal skills.
Proficiency in using customer service management software and tools.
Ability to work in a fast-paced environment and manage multiple priorities.
Excellent interpersonal and communication skills.
Demonstrate the ability to work with a minimum of supervision.
Proficient in research, data gathering and analysis.
Ability to make prompt, sound, decisions based upon analysis of complex issues.
Ability to manage multiple priorities and meet deadlines.
Strong organizational skills; Strong attention to detail; Adaptable.
Bachelor’s Degree preferred; High School Diploma or GED Required.
Technology proficiency – PCs, PowerPoint, Word, Outlook, Excel, Teams
Fundamental knowledge of A&H regulatory requirements helpful.

Nice To Haves

Experience in the insurance or consumer services industry.
Familiarity with regulatory requirements related to consumer complaints.
Knowledge of Accident and Health products as well as state insurance laws and regulations related to A&H (Life, Accident, Specified Disease, Disability, etc.)
Knowledge of Claim handling processes
Mainframe, Content Manager, Dynamics, and WIMS proficiency
Technology proficiency – PCs, PowerPoint, Word, Outlook, Excel, Teams

Responsibilities

Receive, document, and manage complaints related to regulatory compliance from various sources, including customers, regulatory bodies, and internal departments.
Conduct thorough investigations into complaints, gathering and analyzing relevant data and documentation.
Collaborate with cross-functional teams to identify root causes and develop corrective and preventive action plans.
Ensure all investigations and resolutions are completed within established timelines and in compliance with regulatory requirements.
Maintain accurate records of all complaint investigations.
Communicate findings and resolutions to relevant stakeholders, including legal, customers, and regulatory agencies, as necessary.
Stay updated on relevant regulations and industry standards to ensure compliance and best practices.
Assist in the development and implementation of training programs related to complaint handling and regulatory compliance.
Participate in audits and inspections by regulatory bodies as required.
Review and distribution of all incoming consumer and regulatory complaints.