The Compliance Manager – Complaint Management is accountable for managing all aspects of consumer complaint handling ensuring compliance with any applicable regulatory and legal requirements. Responsible for resolving complex operational and compliance issues. Ensures adherence to compliance procedures and protocols.
This position will manage a team. Responsible for setting work objectives and goals for employees and managing their performance. Typically involved in compensation decisions. Employees have a formal reporting relationship to this job.
Primary Job Duties & Responsibilities
•Ensures efficient, accurate, timely intake, research and closure of written consumer and regulatory complaints and follows the appropriate escalation process for sensitive matters;
•Assists in determining changes and enhancements that are conducive to departmental strategy.
•Ensures effective implementation and communication of state-mandated compliant training.
•Develops and builds key relationships with business unit management, insurer compliance teams and as necessary with the regulators.
•Assists with senior management reporting data; performs reasonability checks to ensure accuracy of data and manages accuracy of reports required for regulatory purposes and business needs.
•Assess complaint data and industry ratios to provide useful, actionable metrics for management and business areas.
•Engages TPA management and Insurer Management teams to perform an analysis of root causes and opportunities to enhance future customer experiences.
•Supports operation of the Consumer Affairs database that is also utilized by other business areas.
•Collaborates with market regulation staff relative to market conduct activities and proactive compliance audits.
•5+ years of experience in customer service, compliance, business, insurance, risk management, and or audit areas.
•Minimum of 3 years' experience with dealing with state or federal regulators in the resolution of complaints or other complex matters. Understanding of the relationships between financial, technical or operational risk and controls.
•Undergraduate or graduate degree in business or related field.
•Solid knowledge of the insurance and regulatory environment.
Location: Cedar Rapids, IA preferred but can also consider Plano, TX & St. Petersburg, FL