THE JOB:
This is a Back Office Complaints Consultant position for a prestigious life insurance company based in Luxembourg. This role will report to the Complaints Team Lead and the Head of Operations.
• Helping prepare responses to the regulatory bodies including CAA, BaFin, IVASS.
• Effective and timely handling of escalated complaints while meeting the internal polices and the reasonable interests of customers.
• Work with our business partners to investigate and resolve escalated customer complaints as required.
• Maintaining contact with all parties involved, including the CAA, BaFin, IVASS and other regulators as well as with our in-house legal department, our external lawyers, the actuarial team, and other decision-makers of the company.
• Ensuring that our customers are treated fairly.
• Ensuring customers receive timely resolution of their complaint or are kept informed for the reasons or any delay.
THE CANDIDATE PROFILE:
• Must be proficient in both German and English
• Has several years of experience working in a Customer services/back office/legal assistant or similar role dealing with policies and legal documents
• At ease with standard MS Office (Word, Excel, PowerPoint, Outlook etc.) and Adobe tools. Willing to learn and use more specific IT tools (including In-house software)
• General knowledge about products, legal frameworks and services would be a plus
• Good organisational, excellent communication skills, with the ability to empathise with a customer perspective
• Open minded, able to demonstrate key behavioural capabilities including teamwork, ownership, agility, proactivity and innovation, keen to suggest new ideas and implement pragmatic and workable solutions.
• Positively influence others by demonstrating company’s values and behaviour and encourages this in team members.
• If you think you have the right experience, apply today or if you know someone who could be a good fit, don’t hesitate to share this opportunity with them!
THE CLIENT:
Our client is an insurance company, part of a highly renowned UK financial services group.
At the final stages of the recruitment process, the successful candidate can be asked to provide supporting documentation such as, for example, copies of diplomas or proof of previous jobs, and a standard criminal record check might also be requested.
