Senior Complaints Specialist
Core
Lead investigations of highly complex, sensitive, and escalated customer complaints involving claims, regulatory matters, and significant risk for an insurance company.
Role type
Senior Complaints Management Consultant (IC)
Builds
Defensible complaint outcomes, regulatory responses, and systemic risk improvements
Domain
Insurance (Property & Casualty) / Regulatory Compliance
Deliverable
Dashboards & analysis | Client delivery
Required skills
Complex claims investigation, Regulatory compliance analysis, Root cause analysis, Executive reporting, Conflict resolution, Stakeholder management, Risk assessment, Policy interpretation, Audit support, Systemic issue identification
Preferred skills
CIP/FCIP/CRM/CFE/CHRP designations, Experience with regulators/ombuds, Governance reporting experience, Enterprise risk management knowledge
Technologies
None explicitly stated
Responsibilities
Lead end-to-end investigations of escalated complaints; Analyze claims files and regulatory requirements to determine outcomes; Manage interactions with provincial/federal regulators and ombud services; Identify recurring complaint themes and systemic risks; Support governance, audit, and continuous improvement activities; Provide coaching and guidance to business partners on complex matters
Seniority
Senior, hands-on IC