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.
