Job Responsibilities:

• Monitor and evaluate the performance of subordinates and report accordingly.
• Maintain close follow up on all received client requests/complaints through the Call Center and branches ensuring prompt and regular feedback as required.
• Prepare monthly complaints reports and analyze root causes of complaints to recommend alternatives and solutions that would minimize the ratio of similar cases.
• Handle complex customer complaints or enquiries by providing exemplary solutions and alternatives for difficult situations together with an accurate follow-up on service standards.
• Follow up with customers to ensure that they are satisfied with the resolutions of their complaint.
• Coach and train related Complaints Management team to identify the best way to resolve complaints and provide them with necessary tools.
• Retain business by reporting disputes and escalating to related management.
• Day-to-day management of the team ensuring that all new complaints are assigned for investigation and responded to in an effective and timely manner.

Required Qualifications:

• 5 – 7 years of experience
• 2 - 3 years of experience in customer service (preferred insurance background).
• Insurance experience in both Life & P&C
• Excellent time management and organizational skills.
• Results oriented.
• Excellent negotiation skills.
• Strong problem-solving abilities.