Claims & Complaints Auditor

Job content

OVERALL PURPOSE OF ROLE

To provide a range of Claims and Complaints Risk Monitoring services for Personal Lines distribution channels, working closely and building relationships with UK General senior management and external business partners, ensuring documented processes, procedures, systems and controls are in place and followed. To identify requirements & recommendations that ensure compliant and consumer focused claims and complaints handling processes, procedures and controls are fully embedded.

KEY RESPONSIBILITIES

• Ensure UK General and its business partners operate within documented and agreed Claims and Complaints handling procedures, systems, controls and risk framework and in accordance with FCA requirements and other legal/regulatory bodies.
• Undertake regular third-party review’s (predominately with external third-party claims administrators) examining the culture of a firm, ensuring compliance with contractual agreements, systems & controls across all claims and complaints disciplines.
• Identify and make appropriate requirements and recommendations within the established reporting framework, having discussed and agreed matters with key stakeholders in advance.
• Issue detailed report findings to internal and external key stakeholders within tight service level agreements, which accurately reflect the review findings and gain full buy-in.
• Working collaboratively with other teams across the business to ensure the ongoing focus on conduct in relation to claims and complaints handling, whilst balancing the commercial aspects of the relationships with the clients.
• Continue to develop knowledge of industry best practice & regulatory developments, proactively developing systems & controls within the Business.

OTHER DUTIES

• Contribute to the development and maintenance of a highly effective, proportionate risk-based audit plan and reporting rationale.
• Ensure timely, accurate reporting that feeds into overall Delegated Authority function reporting, working closely with the Claims and Complaints team to ensure requirements are implemented within the deadlines set.
• Develop self to maximise personal contribution to the role and Company.
• Maintain positive relationships with external stakeholders while delivering audit findings

EXPERIENCE AND KNOWLEDGE

• Excellent knowledge of claims and complaints auditing/monitoring procedures and rationale, preferably through experience within an audit/monitoring background.

• In depth knowledge of technical claims and complaints handling disciplines.
• Experience of working within a technical claims environment.
• Experience of internal and external stakeholder management at senior levels.
• Ability to report review findings in a clear, logical and succinct manner resulting in internal and external key stakeholder acceptance.
• Good knowledge and understanding of the Regulatory regime in the financial services sector.
• Excellent organisational skills and ability to meet tight deadlines.
• Ability to work on own initiative and understand the needs of clients & stakeholders.
• Take a practical viewpoint and help support effective solutions.

EDUCATION AND QUALIFICATIONS

Essential

• Experience in a claims or audit role

Desirable

• Degree or recognised Chartered Institute qualification

Job Type: Permanent