GENERAL PURPOSE OF THE JOB:   

The Sr Resolution Analyst is responsible for managing and resolving consumer complaints and insurance department inquiries in a fair and timely manner. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:  

• Investigates and resolves customer complaints in a fair and equitable manner and in accordance with company policies and regulatory required timelines.
• Drafts responses and communicate with customers and regulators.
• Manages requests from regulators in a timely manner.
• Maintains accurate records of disputes, resolutions, and communications, providing detailed documentation for audits or internal reviews.
• Collaborates with the Compliance and Legal teams to ensure dispute handling is in line with applicable laws, regulations and risk management guidelines.
• Provides insights and recommendations for process improvements related to both the complaint management process and broader business operations.
• Communicates and collaborate effectively during the investigation process.
• Collaborates effectively with the business to remediate issues in response to complaint data and assist with root cause analysis.
• Assists with the review of agent activity.
• Become knowledgeable of company systems and learn to obtain data needed to investigate complaints and review agent activity.
• Assists with identifying trends, compiling information and presenting written recommendations to senior management with supportive documentation and rationale.
• Assists with monthly senior management reporting information
• Assist the fraud team on an as needed basis. Takes complaint calls and/or emails and follows through with appropriate persons/departments.
• Performs other related work as assigned.

SUPERVISORY RESPONSIBILITIES:

Direct Reports: 0

General Description of Indirect Reports (2 and 3-downs):  0

 

EDUCATION AND/OR EXPERIENCE:  

• Three (3) plus years life or annuity industry insurance experience
• Bachelor’s degree preferred or appropriate combination of education and experience.
• Compliance, investigative or operational experience preferred.

 

CERTIFICATES, LICENSES, PROFESSIONAL DESIGNATIONS:

None

KNOWLEDGE, SKILLS AND ABILITIES:   

• Excellent written and verbal communication skills, with the ability to explain complex issues to both customers and internal stakeholders.
• Strong customer service orientation.
• Mathematical skills and strong attention to detail.
• Ability to work cooperatively and successfully with internal and external stakeholders.
• Proficient in the use of Microsoft Office Suite.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
• Investigative, research and analytical skills.
• Experience with annuity products is preferred.