Senior Manager, Regulatory Complaints

3 weeks ago

Nashville, United States Asurion Full time
Job Description

For more than 25 years, Asurion has been a leader in innovation, not only in the tech solutions industry but in creating a culture where employees feel valued. At Asurion, we don’t just provide customers with exceptional service – we create a positive experience for our employees, helping them grow their careers while they help customers enjoy and do more with their technology.

We take care of you:

  • Competitive pay and benefits
  • Inclusive medical, dental, and vision coverage options
  • Retirement planning
  • Discretionary paid time off
  • Career growth and development opportunities
  • Everyone belongs in our commUnity – learn more about Life at Asurion here


Senior Manager, Regulatory Complaints

Nashville, TN

The Senior Manager of Regulatory Complaints will lead a team in addressing regulatory complaints related to Asurion’s business and ensure compliance with laws and regulations. This role involves collaborating on regulatory complaint intake, research, and response drafting, while maintaining good working relationships with regulatory agencies and partners. The ideal candidate is a dynamic leader who oversees regulatory complaint analysis and works closely with internal and external stakeholders.

Key Responsibilities:

  • Ensure Asurion responds to all written customer complaints routed through a regulatory agency in a persuasive manner within a tight timeframe
  • Manage small claim litigation, including the research, proposed resolution and settlement of small claim cases across the United States
  • Oversee team auditing and analytics to ensure that the team meets its objectives, and monitors trends to mitigate risk
  • Partner with teams outside of Regulatory (Fraud/Risk, Finance, Accounting, Customer Solutions, Technology) to ensure that individual customer claims and/or claim experiences comply with Asurion’s standards and regulatory framework
  • Supervise, guide, train, and monitor regulatory agency response compliance to continuously improve
  • Conduct in-depth and ad-hoc research projects
  • Have functional understanding of the company’s risk profile and the impact of product decisions on the company’s core financial performance
  • Develops thorough understanding of Asurion’s business, processes, and provide innovative legal solutions that solve unique or challenging problems

Job Requirements:

  • A minimum of 5+ years of previous experience in progressively more responsible oversight roles within a regulated industry
  • Experience leading a large team with U.S. and global based members
  • Experience communicating with, and responding to, regulatory agencies such as:  departments of insurance, attorney generals, the Federal Communications Commission, Better Business Bureau, and/or similar regulatory authorities.   
  • Ability to advise a team on how to prioritize work and deliverables to ensure on-time response to a large variety of changing demands/requests/requirements
  • Able to understand detailed documents such as insurance policies, coverage certificates, terms and conditions, and terms of service and effectively and persuasively communicate key terms and policies to regulators
  • Demonstrate sound judgment and ability to strategize on creative solutions that put customers first while also adhering to a strong and compliant regulatory claims framework
  • Able to keep multiple matters organized and moving forward in a fast-paced environment
  • Able to identify areas of risk or opportunity and provide continuous feedback and/or coaching opportunities with an aim toward continuous improvement
  • Able to work well within a team environment, as well as individually and collaborate effectively

Asurion’s Transparency Details:

Starting pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The budgeted starting salary range for this role is $125-135k plus potential for bonuses.

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