Lloyd’s is the world’s leading insurance and reinsurance marketplace. We share the collective intelligence and risk sharing expertise of the market’s brightest minds, working together for a braver world.
Our role is to inspire courage, so tomorrow’s progress isn’t limited by today’s risks.
Our shared values: we are brave; we are stronger together; we do the right thing; guide what we do and how we act. If you share our values and our passion to build a future that’s more sustainable, resilient and inclusive, you’ll find a home at Lloyd’s – build a braver future with us.
The role
The primary role of the Complaint Liaison Associate is to be the contact point between the Lloyd’s market and Financial Ombudsman Service (FOS) to assist with the resolution of UK policyholder complaints that have already been reviewed by the Market but the policyholder remains dissatisfied with the outcome and has escalated their complaint for review by FOS. In addition, they have responsibility for the handling of complaints referred to Department of Insurance (DOI) in the US.
Principal Accountabilities
Complaints against Lloyd’s underwriters are made against the Society of Lloyd’s and as such it is imperative that policyholder complaints are handled in an appropriate manner. Failures by managing agents and their representatives are referred to a senior member of the team and addressed on a case-by-case basis. This is a regulated activity.
This is a problem solving and decision making role that involves detailed discussions and negotiations with FOS, managing agents and their representatives and Lloyd’s Complaint Investigation Associates to ensure policyholder complaints reach a fair and reasonable outcome and the regulatory requirements of the FCA are met.
The role will assist with the oversight of complaint handling in the UK helping to ensure that appropriate decisions are made by Lloyd’s and the Market as well as the reconciliation and analysis of FOS cases.
Skills
- The ability to remain calm and objective under pressure to handle difficult complaints with tact and diplomacy.
- Ability to review complaint files and interrogate data to identifying discrepancies and failure to follow instructions, providing clear feedback to managing agents
- Proven negotiation and influencing skills.
- Effective case management, balancing short and long term objectives/deadlines to ensure all cases are progressed in a timely manner.
- Flexibility to work independently and as part of a team to organise work to meet prescribed service timetables.
- A high standard of written and telephone communication skills, particularly the ability to discuss issues effectively with all levels of the market and third parties and produce high quality written communication.
- Ability to interpret varied policy wording and insurance terminology.
- Capable of showing initiative and can demonstrate achievement.
- Effective communicator, able to convey the message appropriately and ensure it is understood by the audience.
Experience
- Must be able to work accurately and with minimum supervision and be able to make decisions on complaints based on a broad understanding of relevant policies and procedures and of operational requirements.
- Complaints / claims handling experience.
Diversity and inclusion are a focus for us – Lloyd’s aim is to build a diverse, inclusive environment that reflects the global markets we work in. One where everyone is treated with dignity and respect to achieve their full potential. In practice, this means we are positive and inclusive about making workplace adjustments, we offer regular health and wellbeing programmes, diversity and inclusion training, employee networks, mentoring and volunteering opportunities as well as investment into your professional development. You can read more about diversity and inclusion on our website.
We understand that our work/life balance is important to us all and that a hybrid of working from the office and home can offer a great level of flexibility. Flexible working forms part of a total reward approach which offers a host of other benefits over and above the standard offering (generous pension, healthcare, wellbeing etc). These include financial support for training, education & development, a benefit allowance (to spend on our flexible benefits such as gym membership, dental insurance, extra holiday or to partake in our cycle to work scheme), employee recognition scheme and various employee discount schemes.
By choosing Lloyd's, you'll be part of a team that brings together the best minds in the industry, and together with our underwriters and brokers, we create innovative, responsive solutions allowing us to share risk and solve complex problems.
Should you require any additional support with your application, or any adjustments, please click the following link;
https://cleartalents.com/apply/lloyds-msa1645695881
Please note, clicking on this link does not register your application for the vacancy