Job Description: Long-term Insurance Dispute Resolution Technical Lead
Position Overview: The Long-term Insurance Dispute Resolution Technical Lead is a key role responsible for managing the dispute resolution process related to long-term insurance. This position involves representing the organization in interactions with various Ombudsman offices and regulatory bodies, ensuring compliance and effective handling of complaints.
Key Responsibilities:
Dispute Management:
- Oversee the recording and tracking of all complaints in the Client Relationship Management (CRM) database, ensuring all details are accurately documented for reference.
Documentation Handling:
- Ensure that all relevant documents, including physical copies and supporting materials, are properly uploaded and maintained for each complaint.
Process Improvement:
- Identify opportunities for enhancing client service and operational processes by analyzing service gaps and compliance issues, and recommending actionable solutions.
Stakeholder Liaison:
- Maintain communication with relevant business units to ensure timely and satisfactory responses to complaints, while monitoring the progress of each case.
Risk Mitigation:
- Proactively highlight any reputational or financial risks associated with service gaps or non-compliance, and develop strategies to address these issues.
Regulatory Compliance:
- Stay informed about changes in insurance legislation and industry standards, participating in ongoing education and training to maintain expertise.
Knowledge Sharing:
- Foster a culture of knowledge sharing by keeping the team updated on regulatory changes and best practices within the industry.
Client Communication:
- Ensure that clients receive timely updates and responses regarding their complaints, and provide necessary documentation to support claims processing.
Relationship Building:
- Establish and maintain effective relationships with both internal teams and external stakeholders through workshops and discussion forums.
Reporting:
- Respond promptly to inquiries from the Ombudsman and regulatory bodies, ensuring that all resolutions are completed within stipulated deadlines.
Requirements:
