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Job Overview
Job Overview
In business for over 50 years, FBD is one of Ireland’s largest property and casualty insurers, holding lead positions in its target markets. As Ireland’s only independent publicly listed insurance company, FBD is a prominent competitor in the general insurance market. FBD fosters a culture of inclusivity and have recently been awarded the Gold Accreditation from the Irish Centre of Diversity.
We are looking for a CIP qualified individual who has an interest in investigations and understanding our customer’s queries to join our Claims Team.
Reporting to the Governance Assistant Manager (Claims Department), the role will entail but will not be limited to handling, recording, updating and tracking of complaints throughout their lifecycle ensuring absolute compliance with all of the regulatory timelines. The role will also involve providing support and assistance with complaint handling within the Claims Department and the on-going resolution of systems and process deficiencies identified as part of complaint analysis .
Job Responsibilities
* Investigation, handling and drafting of responses to all assigned formal (Stage 2) complaints, received within the Claims channels, in line with Consumer Protection Code guidelines, in a timely manner for review and sign off prior to issue;
* Manage and investigate complaints escalated to the Financial Services & Pensions Ombudsman’s office;
* Ensure any quality issues highlighted through complaints are identified and feedback is provided to the relevant area;
* Identify possible fall down in service, deficiencies in processes or documentation;
* Assisting with data gathering for report compiling and completion of audit activities.
* Liaise with other business areas to aid complaint investigations and provide feedback where required;
Job Responsibilities
* Investigate possible breaches of CPC requirements;
* Identify and assist with training requirements on Complaint Handling where required;
* Support the communication of all relevant complaint management processes;
* Any other duties/responsibilities as may be reasonably assigned by your Line Manager in line with company requirements.
Education
* The candidate will ideally have a third level degree and or professional qualification in insurance, compliance, auditing or risk management discipline.
* Qualifications suitable for a CF8 role (Grandfathered, CIP, ACII or FCII).
Experiences
* Strong communication and negotiation skills.
* Experience dealing with customers.
* Must be methodical, high degree of accuracy and attention to detail.
* Excellent interpersonal skills with demonstrated record in building working relationships with a wide range of internal and external stakeholders.
* A proactive and energetic approach with the ability to prioritise workloads, in order to meet deadlines.
Competencies
* Have a clear understanding of the complaint process and regulatory requirements.
* Be familiar with compliance requirements and legislation.
* Have extensive background in claims to include injury claims, pre- litigation and litigation claims handling and motor/ property claims.
* Be familiar with claim handling processes and procedures.
* Demonstrate strong organisation and time management skills.
* Strong communication skills.
* Be comfortable with change and flexibility.
* Claims experience an advantage but not a necessity
* Proficient in Microsoft applications.
MCC
This role has a CF3 & CF4 control function designation.
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Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Finance and Sales
* Industries
Hospitals and Health Care, Non-profit Organizations, and Government Administration
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