Functieomschrijving
Randstad Italia, Milan branch, search for an important client company, insurance sector, a:
Complaints Analyst
Contract offered: temporary 6 months + possibility of extensions
Full time monday - friday 9:00 - 18:00. Full remote.
RAL: 27K
Responsabilità
Analysis
- To analyse each customer complaint individually without any unnecessary delay and
within the regulatory timeframe, placing the customer at the heart of the process.
- To identify clearly and provide a comprehensive response to each point of the
customer’s complaint
- To escalate with recommendation the course of action for any complaint which could
be a regulatory or legal risk. Regulatory, consumer association, court case
etc.
- Take ownership of complaints and court cases and follow up to ensure that appropriate
validation and action has been obtained
- To escalate immediately to Management, any complaint which is notified to appear in
the media and which could create an image risk for the company
System/Process
- Each complaint is managed via the IT system Respond
- Provide system training to our partners who use the IT system Respond
- Prepare and participate in the update of training material in relation to the IT system
Respond
- Prepare standard complaints management workflow and process description for each
partner in your country of operation, these will be used for annex to contractual
documentation
- Ensure all complaint template letters in Respond are kept updated with Regulatory,
Legal or business changes.
Reporting
- To own and manage the complaints for your country of operation
- To input to the creation of complaints management dashboard and its ongoing
improvement
- To compile a country specific dashboard in standard format to input to Operations
dashboard for reporting to: Operations committee, Audit/Risk committee, Board
reports, complaints management committee, RCPR committee etc.if required
- To prepare a reporting of open cases at all levels on a monthly basis for your country of
operation incl. age analysis, no. cases closed, no. cases open, course of action for
discussion at complaints forum for all open cases, case management discussion of
sensitive cases
Root Cause Analysis
- To analyse the root cause of each complaint and suggest corrective measures to existing
processes that will improve the customer experience and reduce the number of
complaints.
- To update a continuous improvement log for your country of operation
- To feed the pricing/business & product development and product improvement lifecycle
with your recommendations for improvement
- Suggest process improvements to Operations Department in order to reduce the
number of complaints
Committees and Meetings:
- To participate in visual boards with the Claims Operations teams, Partners and TPAs, to
share experience, ideas and be up to date with all the changes.
- To participate in monthly conference calls with Legal Dept., collect all matters that
requires clarification from the legal perspective.
- To participate in the Complaints Management Meeting upon request and present the
findings of your country of operations.
Legal/Regulatory
- To liaise with our legal department in Paris for specific legal advice on legal/regulatory
cases if complaint refers to a specific legal article, recent regulation or official legislative
point
- To liaise with local lawyers re follow up of court cases
Functie-eisen
Skills:
- Minimum 2 years’ experience in Insurance
- Regulatory / Legal experience
- Fluency in English and Italian
- Customer focused and good problem-solving skills
- Ability to work to a high degree of accuracy
- Good team player
- Good organisational skills and time management
La ricerca è rivolta ai candidati ambosessi (L.903/77). Ti preghiamo di leggere l'informativa sulla privacy ai sensi dell'art. 13 del Regolamento (UE) 2016/679 sulla protezione dei dati (GDPR).
