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Lead - Complaints Management
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.
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Allianz is fully committed to a workplace free of discrimination and actively promotes equal opportunities where all candidates have the same opportunity.
Allianz is committed to building a diverse workplace and recognizes that diverse employees bring varied skills, knowledge, backgrounds and perspectives to the workplace.