Complaints Officer

2 settimane fa

Milano, Lombardia, Italia iptiQ A tempo pieno

Corporate Title:
Vice President

Division:
iptiQ EMEA

Department:

Recruiter:
Kaja Vögele

Hiring Manager:
Rejean Besner

About the Role


The key objective of the Complaints Officer is to handle complaints arising from business written by iptiQ EMEA through its Italian branches in accordance with Company guidelines and local regulation/law.


Responsibilities

  • Maintain a database of complaints in line with regulatory and Company requirements
  • Work with other business functions and external business partners to ensure that complaints are assembled and led appropriately
  • Investigate the main root cause(s) of each complaint
  • Write complaint resolution letters that accurately and clearly explain to the complainant how their complaint will be resolved
  • Respond to complaints received from IVASS
  • Implement and maintain a detailed complaints procedure for the Italian branches
  • Analyse and maintain complaint Key Performance Indicator dashboards
  • Provide reports to the General Manager Carriers iptiQ EMEA, Compliance, the Italian Branches, Board or other committees as required
  • Prepare reports to IVASS within required timescales
  • Handle the interaction with IVASS and other authorities relating to complaints management as required.

About the Team


Do you want to become a part of a team with a dynamic spirit of a start-up? We put the consumers' needs in the centre of what we do, strive to become a digital champion and believe in data-based learning.

We use the Swiss Re network to access brand-new technologies and capabilities, combine it with local expertise and an innovative mind-set, constantly questioning current ways of offering insurance.

Our aim is to drive the digitalization of the P&C insurance business in Europe, combining insurance know-how and e-commerce proficiencies.

You will be part of the Italian iptiQ EMEA P&C's team. The team is responsible for supporting and supervising the development of our already immense Italian business.

About You

  • Law Degree or equivalent preferred
  • Previous experience in the management of complaints within retail P&C/ Life insurance preferably related to the motor and home insurance markets
  • Strong understanding/knowledge of IVASS provisions and regulations
  • Knowledge of EU regulatory requirements in respect of retail insurance products
  • Knowledge of regulation and provisions relevant to motor insurance in the Italian market an advantage
  • Strong communication skills crucial with experience in drafting complaint resolution letters, papers, reports, policies and procedures
  • Strong organisation and time leadership skills
  • Undertaking actions or adapting internal processes to achieve legal, regulatory and corporate governance goals and objectives
  • Proficient in Italian and English (written and oral) other European languages an advantage.
  • MS Office skills required

About Swiss Re


Swiss Re is one of the world's leading providers of reinsurance, insurance and other forms of insurance-based risk transfer, working to make the world more resilient.

We anticipate and manage a wide variety of risks, from natural catastrophes and climate change to cybercrime. Combining experience with creative thinking and cutting-edge expertise, we create new opportunities and solutions for our clients. This is possible thanks to the collaboration of more than 14,000 employees across the world.

Our success depends on our ability to build an inclusive culture encouraging fresh perspectives and innovative thinking.

We embrace a workplace where everyone has equal opportunities to thrive and develop professionally regardless of their age, gender, race, ethnicity, gender identity and/or expression, sexual orientation, physical or mental ability, skillset, thought or other characteristics.

In our inclusive and flexible environment everyone can bring their authentic selves to work.

Keywords:

Reference Code:123302

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