**Primary Details
Time Type: Full time Worker Type: Employee To work within Core Service Excellence to examine, evaluate and process complaints in accordance with regulations, to challenge complaint related process and ensuring core standards and technical excellence are met within the team and wider group.
Senior Complaints Handler – Claims Governance
To manage Core, Complex and Reinsurance complaints and other associated activities as an integral part of Claims Governance within Claims Performance, supporting regulatory compliance and QBE's reputation.
Your new role
- Investigate and resolve complaints at all levels of complexity in accordance with the requirements of the Financial Services Authority (FCA), Lloyd's, the National Bank of Belgium (NBB) and QBE's internal Policies and Processes, taking into account any characteristics of vulnerability and ensuring fair and prompt customer outcomes, including any financial redress within authority limits that may be required.
- Contribute to and oversee the management of the central complaints' mailboxes, actioning and disseminating emails, as required.
- Maintain up to date knowledge of the stance taken by the Financial Ombudsman Service (FOS) on applicable complaint types and support compliance with Lloyd's requirements through participation in the Lloyd's Market Dex Forum.
- Lead audits of complaints handling performed by Delegated Claims Administrators (DCAs) with complaints handling authority from QBE.
- Manage the effective allocation of new complaints, maintain weekly team statistics and produce management information, analysis and reports for the Complaints Performance Group (CPG) and other governance forums, as required.
- Work proactively and collaboratively with claims handlers and the Claims Performance Outsource Team, providing support and guidance where required to drive the effective management and resolution of complaints.
- Identify and support the resolution of risks, issues and ineffective processes, supporting Operational Resilience reviews of complaints as an Important Business Service (IBS), providing guidance and training to team members, Claims staff andn Delegated Claims Adminstrators (DCAs), as required, utilising technical knowledge of claims and complaints handling and QBE processes and procedures.
- Work with key stakeholders to resolve risks and issues, in particular other members of the Governance, Technical and Service Excellence teams
About you
- Investigative, organisational and time management skills, able to manage multiple and time critical deadlines.
- Excellent communication skills, written and verbal.
- Influencing and relationship management skills with sound judgement, working with staff at all levels.
- Skilled in the production of Management Information, analysis, report writing and presenting reports to internal governance forums.
- Pro-actively providing and supporting training, as required.
- Strong IT skills, proficient in Microsoft Word, Excel, PowerPoint, Outlook, CareSmart, CMS, Dani, ECF, ODM and SharePoint.
- Good understanding of key claims handling systems, processes and complaints auditing experience advantageous.
- Comprehensive knowledge of processes, requirements and expectations of the Financial Ombudsman Service and Lloyd's advantageous.
Why QBE? At My Best?
?At QBE, we want our people to feel rewarded and inspired to perform at their best, that's why we have created "At My Best".It's our connection, our way of showing we have your back. We understand that one size doesn't fit all and that priorities can change depending on your life stage. That is why our blend of wellbeing initiatives and benefits offer flexibility to suit what matters most to you. It's in the culture of our business, our QBE DNA, to support our people. Everything we do is underpinned by our QBE DNA.??
We're an international insurer that's building momentum towards realising our vision of becoming the most consistent and innovative risk partner. We can never really predict what's around the corner, but at QBE we're asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage.??
QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job, we have adopted flexible working across the company and welcome this conversation (https://careers/flex-qbe/).?
With more than more than 13,000 people working across 27 countries, we're big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate, and kind.??
To find out more about why you should work for QBE, visit ourcareers website.
At My Best - QBE Benefits
You are more than your work – and QBE is more than a workplace, which is why we provide you with the benefits, support and flexibility to help you concentrate on living your best life personally and professionally. As well as the benefits below, we also offer an extensive choice of other options to suit you!
30 days holiday a year with the option to buy up to 2 additional days.
Flexible working - balancing work and life is important so our flexible working opportunities are open to all, this can include part-time, job share and compressed hours.
Pension – you are automatically enrolled into the QBE pension plan, which entitles you to receive employer contributions of 10% of your basic salary.
Private medical insurance
– we fund fully comprehensive private medical cover for you