Location(s)

Details

Position Summary:

Responsible for quality assurance of the complaints process as well as logging and managing complaints including Departments of Insurance (DOI), Better Business Bureau (BBB), Executive Offices, Policyholders, and Claimants.  Collaborates with relevant business areas and management.

Responsible for assisting in review, evaluation and monitoring of business unit compliance and risk management activities.

This is a hybrid role and requires 3 days a week onsite into our St. Louis office.

Position Responsibilities:

• Develops data analytic reports to provide the business with meaningful metrics.
• Provides a compilation and analyses of complaint data, assists with the preparation of periodic (monthly, quarterly, annual) reports of complaint activity.
• Reviews and analyzes complaints received from Departments of Insurance, the Better Business Bureau, policyholders, an
•  Ensures that complaint processes and procedures are in place and followed, investigates and prepares responses when appropriate.
• Reviews responses prepared by business partners to ensure consistency, verify that the response is complete, and ensure response submission deadlines are met.
• Maintains and updates the complaint recordkeeping system(s) on a consistent and timely basis.
• Performs reconciliation of company records with Departments of Insurance and Better Business Bureaus, as required.
• Monitor statutory and regulatory changes to assess potential impact.  Identify potentially impacted areas within business and partner with business areas and IT to implement necessary changes to ensure continued compliance.  This work requires the ability to interpret statutes, regulations or other governmental directives and determine if the business might be impacted. 
• Collaborate with business areas to determine compliance solutions and follow-up to ensure timely compliance. Thorough and accurate documentation required. Change management requires ensuring that the business is aware of, understands, and owns a compliance solution for each new requirement. 
• Provides support and assistance in oversight and management of work related to identified non-compliances. This may include the development, enhancement and documentation of processes.
• Review and provide feedback on advertising submissions from the business to ensure compliance with state laws and regulations.