Customer Advocate Complaint Management Specialist

3 weeks ago

Richmond, United States Allianz Full time

As Customer Advocate Complaint Management Specialist, you will lead our complex adjudication functions.You will represent claims in all areas of technical requirements from product development to claim negotiations.You will assist in the investigation, sampling, root cause identification, customer impact analysis and the formulation of responses to complaints received from regulators, selected litigation cases, Executive customer complaints, and other escalated level complaints as identified. The role includes identification of potential solutions to identified root cause issues, report creation for presentment to upper management and other duties as assigned.At Allianz Partners, we cultivate a supportive culture where your ideas, opinions, and unique background are valued, fostering collaboration and personal growth.WHAT YOU WILL DO: Represent claims and servicing in product development and implementation processes Lead the creation and monitoring of our adjudication practices Make final decisions on claim negotiations with claimants and third parties Respond to consumer requests for assistance from Departments of Insurance, BBB and other regulatory agencies. Conduct training of claims associates in regulatory and other process requirements. Manage litigation of contested claims, as assigned by Legal. Assist assigned associates with appeals of denied claims. Tracking and reporting on regulatory inquiries and litigation cases. Work to address any trends or issues related to regulatory inquiries, arbitration, or litigation cases. Communicate policy and procedure changes and other pertinent information to staff Assist with the creation of monthly reporting, summation of customer complaints and issue tracking Assist with any audit requests and responses Acts as the champion for cross-functional escalation and resolution of high visibility customer concerns Perform projects and other duties as assigned WHAT YOU WILL NEED Bachelor's degree in related field or combination of relevant education and work experience required. Five (5) years of experience in adjudication, mediation, arbitration, or litigation. Candidates with a combination of experience in these fields as well as claims may be considered. Proven capability to make decisive and authoritative decisions. Work experience in complex adjudication, litigation and regulatory management preferred Understanding of claims operations and/or insurance industry experience preferred but not required. Excellent verbal and written communication skills. Excellent time management skills in a high-volume environment Proficient with the MS Office Suite of products. Self-motivated with ability to manage and own responsibilities and outcomes. TRAVEL REQUIREMENTSPosition is routinely expected to travel 15% of time47460 | Finance & Accounting | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in. We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation. Join us. Let's care for tomorrow.Nearest Major Market: Richmond

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