Complaints Handler, UK

Description

About Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need adjusters who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can’t wait to meet you. 

About the role

The Complaints Handler plays a critical role in managing and resolving a portfolio of customer complaints, whilst effectively conducting root cause analysis and reporting to provide actionable insights to the business teams. They will also liaise with the Financial Ombudsman Service as needed. This role focuses on complaints related to motor and property insurance claims, ensuring fair treatment of customers, and safeguarding the company from regulatory, financial, and reputational risks.

What we need

We need you to do all the things typical to the role:

• Complaint Management: Handle customer complaints regarding motor and property insurance claims, ensuring timely and professional communication throughout the process.
• Investigation: Investigate and assess the validity of complaints by reviewing relevant documents, policies, and claim details to gather all necessary information.
• Internal Liaison: Liaise with internal departments, such as claims adjusters/leaders, product developers, Quality Assurance, and Compliance teams, to gather additional information and resolve complaints effectively.
• Thorough Investigation: Conduct thorough investigations into complaints, including reviewing claim files, policy documents, correspondence, and any other relevant materials.
• Customer Communication: Communicate with customers and relevant parties involved in the claim to understand their concerns fully and provide updates on the complaint resolution process.
• Regulatory Compliance: Work closely with the claims team to ensure that all complaints are addressed promptly and in compliance with regulatory requirements.
• Root Cause Analysis: Conduct root cause analysis to identify trends and underlying issues in complaints, and report findings to provide actionable insights to business teams.
• Continuous Improvement: Collaborate with other teams to strengthen their processes, aiming to deliver high levels of customer satisfaction and maintain the company's reputation.

Requirements

• Proven experience in handling complaints, preferably in the insurance industry.
• Familiarity with regulatory requirements and compliance in the insurance industry.
• Strong understanding of motor and property insurance claims.
• Exceptional communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work under pressure and meet tight deadlines.
• Attention to detail and high level of accuracy.
• Proficiency in using relevant software and technology.

Benefits

• Generous health-insurance package
• Pension plan with employer contributions
• Competitive holiday / leave policy in addition to bank holidays – we want our employees fresh, healthy, happy, and energized!
• Industry Qualifications paid by us (after a qualifying period)
• Work from anywhere to facilitate your work-life balance
• Apple laptop, large second monitor, and other quality-of-life equipment. Technology is something that should make your life easier, not harder!

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!