Compliance Specialist – Complaints (Global Housing Claims)

Assurant

About The Position

The Compliance Specialist – Complaints manages end‑to‑end oversight of consumer, executive, and regulatory complaints related to Global Housing claims. This role is responsible for accurate case handling within the complaint CRM system, coordinating with accountable claim partners, ensuring timely outreach and resolution, and preparing high‑quality responses that meet regulatory, procedural, and documentation standards. The specialist also supports broader compliance operations, including complaint reporting, trend analysis, compliance audits, regulatory document requests, and Medicare Section 111 reporting activities. Why This Role Matters The Compliance Specialist ensures our organization meets regulatory expectations, protects company reputation, enhances customer experience, and identifies issues that drive continuous improvement. This role is a critical partner to Claims leadership and a frontline resource for ensuring compliant, accurate, and timely complaint handling.

Requirements

At least 2 years’ experience in claims, compliance, audit, customer escalations, or related insurance functions.
Knowledge of state insurance regulations, consumer protection requirements, and claims‑handling standards.
Strong written communication skills for regulatory responses and documentation.
Experience with CRM systems or case‑management tools.
Associate degree required; Bachelor’s degree preferred.
Strong organizational skills with the ability to manage multiple concurrent deadlines.
High attention to detail with strong documentation discipline.
Skilled in identifying and escalating compliance risks.
Analytical mindset with ability to interpret claim activity and complaint trends.
Professional judgement when handling sensitive regulatory matters.
Ability to collaborate effectively across departments.

Nice To Haves

Experience handling property or housing-related claims preferred.
Knowledge of state insurance regulations, consumer protection requirements, and claims‑handling standards.
P&C Adjuster's license

Responsibilities

Manage all assigned complaint cases from intake through resolution within the complaint CRM system.
Ensure timely contact with complainants and internal stakeholders.
Coordinate with Claims teams to validate facts, obtain updated information, and ensure commitments are completed.
Draft clear, defensible, and well‑supported written responses to regulatory bodies and consumers.
Assemble and validate claim file materials, correspondence, and required documentation for regulatory responses.
Monitor and meet all internal and external complaint service‑level agreements (SLAs).
Maintain complete, accurate, and compliant case documentation.
Prepare timely submissions for state Departments of Insurance (DOI) and other regulatory agencies.
Identify potential compliance issues, trends, or risks and escalate appropriately.
Support regulatory exams, inquiries, and operational reviews by gathering data and documentation.
Execute tasks related to Medicare Section 111 exception validation and related reporting workflows.
Produce routine and ad hoc complaint reporting, reconciliations, and dashboards.
Analyze complaint trends to identify systemic issues or operational improvement opportunities.
Ensure accurate root‑cause coding and complaint disposition entry.
Collaborate with Claims, Legal, Quality, Compliance, and leadership teams to support complaint resolution and regulatory adherence.
Provide feedback on opportunities to improve processes, communication, customer experience, and compliance posture.