Consumer Affairs Specialist

Sentry Insurance Agency•Stevens Point, WI

1d•Hybrid

About The Position

This position serves as Sentry's primary point of contact for the Department of Insurance consumer complaints and the internal resource for formal complaints generated through multiple channels. The role involves leading, coordinating, and supporting all aspects of the complaint processes, including deescalating consumer complaints using Sentry's complaint system, evaluating the complaint to determine its nature, the business units impacted, and the documentation required to establish and support a position. The specialist will leverage broad knowledge of insurance compliance and regulatory matters related to complaint handling requirements to secure necessary documentation, ensuring sensitive information is redacted. Responsibilities also include responding to questions from internal and external contacts, drafting and submitting timely and accurate company responses to state insurance departments, and partnering with Legal and Compliance departments as needed for accurate interpretation of laws. The role requires developing and maintaining positive relationships with insurance regulators and internal business stakeholders, while maintaining a high degree of confidentiality, professionalism, and customer service. Sentry is recognized as one of America's Best Midsize Employers by Forbes and is a financially strong mutual insurance company, rated A+ by A.M. Best. The company emphasizes a rewarding and challenging work environment with opportunities for ongoing professional development and growth, encouraging associates to own their career path.

Requirements

Bachelor’s degree or equivalent experience
3+ years of related work experience
Demonstrated ability to effectively interact with associates on various levels across an organization including executives
Demonstrated human relations skills including the ability to effectively deal with frustrated or angry customers
Extremely proficient writing in oral communication skills
Ability to analyze and interpret complex and detailed documents such as contracts, medical reports, police reports and state insurance regulations
Ability to analyze, review, exercise judgment and make sound decisions
Demonstrated time management and prioritization skills

Nice To Haves

Experience in Claims, Underwriting or Regulatory Compliance strongly preferred
Knowledge of insurance policies, coverages, claim payment procedures, underwriting guidelines and state regulatory requirements strongly preferred

Responsibilities

Serve as Sentry's primary point of contact for the Department of Insurance consumer complaints.
Serve as the internal resource for formal complaints generated through multiple channels.
Lead, coordinate, and support all aspects of the complaint processes.
Deescalate consumer complaints using Sentry's complaint system.
Evaluate the complaint to determine the nature of the complaint, the business units impacted, and the documentation required to establish and support a position.
Secure necessary documentation from the related business area.
Ensure sensitive and/or protected information is redacted appropriately.
Respond to questions from internal and external contacts.
Draft and submit timely and accurate company responses to state insurance departments as required.
Partner with Legal and Compliance departments as needed to ensure an accurate interpretation of laws are being cited when responding to complaints.
Develop and maintain positive and productive relationships with insurance regulators and internal business stakeholders.
Maintain a high degree of confidentiality, professionalism, and customer service.

Benefits

Flexibility through a scheduled Hybrid work model (Monday and Friday work from home, Tuesday through Thursday in office)
In-office workspace and materials for your home office (laptop and home office equipment provided)
Meal Subsidy available for associates who report to an office
401(K) plan with a dollar for dollar match on your first eight percent, plus immediate vesting
Continue your education and career development through Sentry University (SentryU)
Tuition Reimbursement program
Generous Paid-Time Off plan
Volunteer-Time off
Group Medical insurance
Dental insurance
Vision insurance
Life insurance
Parental leave
Health and Wellness benefits
Well-being and Employee Assistance programs
Sentry Foundation gift matching program to encourage charitable giving