Seniorplaints AssociateLloyd's is the world's leading insurance and reinsurance marketplace. We share the collective intelligence and risk sharing expertise of the market's brightest minds, working together for a braver world.
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Context :
The strategy of theplaints Handling team is to oversee the interests of policyholders so they receive fair treatment in terms of buying policies frompetent intermediaries and to make sure that their claims andplaints are properly and fairly handled. The LICplaints team is the primary point of contact for Lloyd's EEA policyholders and market participants.
There are different regulatory regimes operating across EEA countries and each brings aplex and bespoke nature to howplaints must be handled. This role has the function of aplaints department but also a regulatory operational role that handles a significant of data for over 500plaints a year alongside an oversight role that analyses the data and monitors the markets performance in regard toplaints to ensure they are handled in accordance with LICplaint Guidance and the rules international regulatory bodies. Managing Agents, Coverholders and Delegated Claims Administrators will be informed about failures on a case by case basis - this is a regulated activity. Systemic issues are escalated to the Head of Customer Excellence & Partnership Management, to allow appropriate intervention to be taken.
Managing customerplaints is not only a matter of beingpliant with global / local regulations in force, it is also the opportunity to assess and improve the LIC customer journey. Feedback must be used to identify opportunities and to share them with key stakeholders across the market. Raising alerts but also proposing actions to be a more Customer Oriented organization.
Overseeingplaints will make sure that where we grantplaints handling authority,plaints are handled in line with the different regulatory regimes, the LICplaints handling guidance and in the best interest of the Customer.
Role purpose:
plaints against Lloyd's underwriters are made against LIC and as such it is imperative that policyholderplaints are handled in an appropriate manner. Due to the unique eco system of the Lloyd's market,plaints can be made through third parties (coverholders and delegated claims administrators); or directly to LIC team. Direct contact is made with policyholdersplainants and this is often their first touchpoint with LIC and therefore high impact.
The Seniorplaints Associate, major activities:
1. Oversight of EEA policyholderplaints and monitoring (including data analysis) of managing agents and their representatives to ensure that they are investigating and handlingplaints from European policyholders appropriately, and that EEA regulatory requirements (including reporting) are adhered to as well as to the LICplaint guidelines and providing feedback where appropriate.
2. Managing escalatedplaints to external dispute resolution bodies across EEA
3. Acting as a 2nd line for moreplexplaints and assist the Juniorplaints Associate in the day to day activities providing guidance and technical expertise
4. Responsible for maintaining the LICplaint guidelines, procedures and tools up to date.
5. Expert inplaint regulations across the EEA.
6. Making sure the Customer is in the middle of the attention of the key stakeholders within our framework.
7. Preparing annualplaints internal & regulatory reports to regulators across EEA with keyplaints data.municating the submissions to the regulators in the EEA.
Principal Accountabilities:
8. To protect LIC Brand by:
9. (1) Monitoring managing agents and their representatives to ensure that they are investigating and handlingplaints from European policyholders correctly in accordance with LIC EEA regulatory requirements and that deadlines were met.
10. (2) Undertaking detailed, fact-based negotiations with managing agents and their representatives to influence them to alter their position;
11. (3) Ensuring high profile or contentious issues are escalated as required as per internal guidelines
12. To provide guidance to coverholders and delegated claims administrators with regard LICplaints both verbally and in writing and to provide technical guidance to managing agents, both on process and specificplaints and to represent LIC at external meetings and conferences.
13. To build and maintain relationships with key internal and external stakeholders through frontline and daily contact.
14. To be the go to systems expert for CareSmart plaints tool) to handle market queries and user set ups.
15. To support the resolution ofplaints by the relevant EDRs involving the provision of information, challenging their decision and providing supporting evidence where it is felt their decision is inappropriate or fails to take into account the facts of the case.
16. To be aplaints subject matter expert, both internally and externally with managing agents, their representatives and the relevant EDR.
17. To analyseplaints data monitoring evolution / tendencies to be able to report performance highlighting potential deviations and to enhance our reporting capabilities. Ensure accuracy of international regulatory reports.
18. To review on an ongoing basis work processes with a view to continual improvement in the handling ofplaints
19. To represent on top of the regulatory aspects the Customer, to make sure he is well and fairly managed but as well that the main customer pain points are addressed.
Skills:
20. Ability to remain calm and objective under pressure, to handle difficultplaints with tact and diplomacy.
21. Proven negotiation and influencing skills.
22. Effective case management, balancing short term and long-term objectives and deadlines to ensure all cases are progressed in a timely manner.
23. Flexibility to work independently and as part of a team to organize work to meet prescribed regulatory deadlines.
24. A high standard of written and telephonemunication skills, particularly the ability to discuss issues effectively with all levels of the market, third parties and produce high quality writtenmunication whilst being customer oriented.
25. Ability to interpret varied policy wording and insurance terminology.
26. Capacity to perform root-causes analysis ofplaints and capturing accurate information and details throughout the end-to-end customer journey to help LIC to be an even more customer focusedpany.
27. Confident, self-starter, capable of showing initiative and can demonstrate achievement.
28. Good, clearmunicator, able to convey the message appropriately and ensure it is understood by the audience.
29. Mentoring / coaching skills to help others to grow and to learn.
30. Time Management to ensure delivery according to agreed standardsmitments.
31. Development of colleagues through empowerment and delegation
32. Microsoft tools - Excel, PowerPoint and Word
Knowledge:
33. Detailed knowledge of EEAplaints handling.
34. Detailed knowledge of general insurance matters (including EDR rulings andmon technical approaches).
35. Detailed knowledge of claims investigation and settlement procedures.
36. Detailed knowledge of Customer Experiences matters.
Experience :
37. Working within a team dealing with high volume workloads.
38. Must be able to work accurately and with no supervision and be able to make decisions based on a broad understanding of relevant policies and procedures and of operational requirements.
39. Oversight & data analytical experience.
Diversity and inclusion are a focus for us - Lloyd's aim is to build a diverse, inclusive environment that reflects the global markets we work in. One where everyone is treated with dignity and respect to achieve their full potential. In practice, this means we are positive and inclusive about making workplace adjustments, we offer regular health and wellbeing programmes, diversity and inclusion training, employee networks, mentoring and volunteering opportunities as well as investment into your professional development. You can read more about diversity and inclusion on our website.
By choosing Lloyd's, you'll be part of a team that brings together the best minds in the industry, and together with our underwriters and brokers, we create innovative, responsive solutions allowing us to share risk and solveplex problems.
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