Manager, Complaints and Issues – Claim CTMs

Role Overview

• Ensures complaints and issues team document customer complaints and issues based on regulatory and other contractual legal requirements
• Reviews complex inquiry documentation to ensure adherence to quality and regulatory standards
• Manages the team responsible for customer complaints and issues resolution teams by planning, directing, and evaluating team performance
• Collaborates with other departments to ensure customer satisfaction
• Manages identified trends in customer complaints and issues
• Provides guidance to team members on complex customer complaints and issues
• Maintains knowledge of all policies, procedures, and regulations to ensure compliance requirements are achieved
• Escalates issues to senior leadership, including potential regulatory issues
• Promotes and drives collaboration and feedback loop between departments
• Partners with senior leadership to provide performance reviews and oversees training implementation
• Assists in onboarding, hiring, and training new employees within the customer complaints and issues department

Requirements

• Requires a Bachelor's degree and 5+ years of related experience
• 2+ years supervisory experience preferred
• Must be authorized to work in the U.S. without the need for employment-based visa sponsorship

Benefits

• competitive pay
• health insurance
• 401K and stock purchase plans
• tuition reimbursement
• paid time off plus holidays
• flexible approach to work with remote, hybrid, field or office work schedules