Description

• Provide day-to-day leadership and oversight of the Consumer Service Investigations Team, ensuring timely and accurate resolution of consumer complaints.
• Supervise, mentor, and develop team members, fostering a culture of accountability, collaboration, and continuous improvement.
• Monitor team performance, set goals, and implement strategies to achieve departmental objectives.
• Analyze complex situations, evaluate potential risks, and make informed decisions that align with organizational goals and regulatory requirements.
• Collaborate with other departments within the company to resolve issues relevant to effective consumer complaint responses.
• Review the investigation and resolution of complaints from the Department of Insurance, Attorneys General, Better Business Bureau, and other regulatory and non-regulatory bodies.
• Take a leadership role in assisting with the implementation of continuous improvement activities/projects for operational processes to increase efficiencies, enhance quality, reduce costs, standardize systems, and/or add value for both internal and external clients
• Monitor and document team performance and provide coaching, training, and feedback to ensure high-quality service delivery.
• Present reports on complaint metrics, regulatory responses, and team performance to senior leadership.
• Work with Claims Leadership to identify areas of improvement / training.
• Work with Legal to determine areas of noncompliance within the claim handling process.
• Collaborate legal counsel to address regulatory concerns, mitigate risks, and ensure the organization's interests are protected.
• Review and approve regulatory responses, ensuring accuracy, completeness, and alignment with organizational standards.
• Make independent decisions on escalated complaints and regulatory matters.
• Represent Combined and the Consumer Service Investigations Team in meetings with external stakeholders, including state regulators and industry groups.
• Provide regular updates to senior management on complaint trends, regulatory developments, and team performance.
• Select, develop, and retain talent
• Projects and duties as assigned