Job Responsibilities:

• Supervise a team of three or more Consumer Affairs professionals.
• Handle the receipt, documentation, and tracking of customer complaints.
• Conduct detailed investigations to resolve customer issues.
• Develop and implement strategies to effectively address customer concerns.
• Collaborate with internal departments to ensure efficient complaint resolution.
• Monitor customer satisfaction metrics and create strategies for improvement.
• Generate and present reports on complaint trends to management.
• Train team members on customer service best practices and complaint resolution procedures.
• Ensure adherence to company policies and regulatory requirements.
• Identify and implement enhancements to the complaint management system.
• Maintain organizational and reference spreadsheets as needed.
• Perform additional duties as assigned.

Qualifications:

• Demonstrated experience as a complaints manager or in a similar customer service/regulatory position.
• Comprehensive understanding of customer service, insurance operations, and complaint management processes.
• Strong verbal and written communication skills.
• Excellent interpersonal and relationship-building abilities.
• Outstanding organizational skills with meticulous attention to detail.
• Proven time management skills and the ability to meet deadlines consistently.
• Exceptional analytical and problem-solving capabilities.
• Ability to work effectively in a fast-paced and sometimes high-pressure environment.