Consumer Affairs Analyst

SageSure•Tallahassee, FL

3d•Hybrid

About The Position

As a member on the Product Development team, you will be the primary responder to consumer complaints from Departments of Insurance, Better Business Bureaus and other channels as directed by our member companies. Complaints are a time-sensitive transaction and ability to work effectively is critical. In addition, you may be asked to assist in providing technical, tactical and analytical assistance to the team, for both new property products and maintenance of existing ones. Coordination with our Claims Complaint team for joint underwriting and claim complaints is often needed.

Requirements

College degree preferred or 3-5 years of related experience.
A passion for problem-solving.
Demonstrated critical thinking, file diagnostic and analytical skills to inform and support decisions related to complaint responses.
Candidate must possess sufficient instincts to challenge events in a file, assess the situation against required procedures and guidelines to determine opportunities for improvement and/or cause of the complaint to map out logical next steps.
A commitment to deliver exceptional customer experiences, while confidently upholding company policies and decisions.
Excellent communication skills, with a particular emphasis on professional, well-crafted written correspondence — especially in regulatory contexts such as Department of Insurance complaints
The ability to stay composed, positive, and focused in a fast-paced, high-pressure environment.
Demonstrates self-motivation, effective time management and the ability to manage priorities independently.
Proficiency in Microsoft Office and a willingness to quickly learn new tools or systems.
A collaborative mindset, with the ability to work effectively both independently and as part of a team.

Responsibilities

Investigate consumers’ formal written grievance and allegations against all applicable underwriting, rating, service and accounting procedures which relate to consumer complaint.
Formulate formal DOI/Consumer complaint responses with oversight of the Compliance lead and Complaints Supervisor.
Ensure timely and thorough response to the Customer complaint while adhering to the Complaints Procedures and all regulatory requirements.
Monitor and manage dedicated complaint mailbox to ensure timely responses.
Maintain intake mailbox, complaint log and complaint folders in accordance with the Complaints Procedures.
Interact within SageSure support areas to secure necessary information or documentation which properly addresses and responds to the complaint allegations and grievances.
Identify, document, and report regulatory compliance vulnerabilities to the Compliance Lead. Help inform requirements and track required remediation measures.
Communicate effectively and professionally to partner carrier and producer contacts on a timely and professional basis and as required by Complaint Mailbox, Intake, and Complaint handling procedures.
Assist the Product and Underwriting team in compliance or underwriting-related audits or reviews as complaint capacity permits.
Other related duties as assigned.