Consumer Affairs Specialist III (PST)

Description

Role is based in Plano, TX.

 

Subject to hybrid schedule. In-office expectations at least twice a week.

 

This is range posting Grade 12 – 13 (Consumer Affairs Specialist III or Sr Consumer Affairs Specialist I)

 

Job Description:

• Demonstrated experience in insurance operations, with a background in claims processing or policy servicing preferred.
• Independently reviews, analyzes, coordinates, and communicates the resolution of complaints across Liberty Mutual/Safeco related to all lines of business countrywide to ensure corporate and regulatory compliance and preserve the reputation and interests of the company.
• Demonstrates a holistic understanding of complaint handling best practices and processes/procedures and its impact across the company.
• Serves as an advocate for both the customer as well as Liberty Mutual/Safeco.
• Examines all aspects of complaints Liberty Mutual wide to determine compliance with handing standards and procedures, including coverage of loss and explanation of loss to customer.
• Coordinates split complaints with field partners and other complaint handlers across Liberty Mutual with minimal assistance from more Senior team members. When appropriate, determines policy coverage through analyzing investigation data and policy terms and notifies policyholder and field claims of claim file decisions.
• Uploads responses from field partners and ensures file accuracy in accordance with regulatory requirements and SBU/Corporate guidelines manages extensive case load with changing priorities to ensure customer concerns are addressed in a timely manner and customer expectations are exceeded.
• Responsibilities also include accurate identification and recording of key complaint data to enable root cause problem solving as well as ensure data integrity internally for SBU reporting and externally to all regulatory entities for annual complaint reconciliations, data calls and market conduct exams.
• Manages extensive case load with changing priorities to ensure complaints are addressed in a timely manner.
• Investigation steps include but are not limited to speaking with the complainant, Department of Insurance, and other involved parties and conducting complex research utilizing the internal and external resources with general guidance.
• Accurate identification and recording of key complaint data to enable root cause problem solving as well as ensure data integrity for internal and external reporting.

Qualifications

• Strong understanding and use of policy/contract coverage (including regulatory/policy differences, legal liability, and general policy coverage)
• Strong understanding of the decentralized state regulatory system
• Strong customer centric focus along with excellent oral, written, interpersonal communication and investigative skills required, with capacity to multi-task in a structured work environment
• Strong working knowledge and ability to utilize multiple systems to handle/process complaints and general understanding of overall insurance operations and key stakeholders
• Ability to identify potential risks, customer pain points and process improvements and to recognize questionable situations which necessitate further review
• Team player who is willing and flexible enough to assist with items outside of their standard work, adjust to unexpected shifts in complaint type/volume and quickly adapt to the changing business environment
• Bachelor`s Degree preferred - Adjusters license is required, other licensing as required

Travel

10%