Compliance Manager
2 days ago
Job Summary:
The Compliance Manager - Consumer Complaint Resolution is responsible for overseeing the entire process of consumer complaint handling, ensuring compliance with relevant regulatory and legal requirements. This role involves resolving complex operational and compliance issues, ensuring adherence to compliance procedures and protocols.
Key Responsibilities:
- Complaint Intake and Resolution: Ensure efficient, accurate, and timely intake, research, and closure of written consumer and regulatory complaints, following the appropriate escalation process for sensitive matters.
- Departmental Strategy: Assist in determining changes and enhancements conducive to departmental strategy.
- Compliant Training: Ensure effective implementation and communication of state-mandated compliant training.
- Relationship Building: Develop and build key relationships with business unit management, insurer compliance teams, and regulators as necessary.
- Data Analysis: Assist with senior management reporting data, perform reasonability checks to ensure accuracy, and manage accuracy of reports required for regulatory purposes and business needs.
- Complaint Data Analysis: Assess complaint data and industry ratios to provide useful, actionable metrics for management and business areas.
- Root Cause Analysis: Engage TPA management and Insurer Management teams to perform an analysis of root causes and opportunities to enhance future customer experiences.
- Database Management: Support the operation of the Consumer Affairs database utilized by other business areas.
- Market Conduct Activities: Collaborate with market regulation staff relative to market conduct activities and proactive compliance audits.
Qualifications:
- Experience: 5+ years in customer service, compliance, business, insurance, risk management, and/or audit areas.
- Regulatory Experience: Minimum of 3 years' experience dealing with state or federal regulators in the resolution of complaints or other complex matters.
- Education: Undergraduate or graduate degree in business or a related field.
- Insurance and Regulatory Knowledge: Solid knowledge of the insurance and regulatory environment.
Location: Cedar Rapids, IA preferred, but also considering Plano, TX, and St. Petersburg, FL.
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