Complaint Operations and Oversight Officer

American International Group, Inc.; Croydon; Hybrid; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Total Rewards Program

In-office collaboration culture

Job summary

American International Group, Inc. in Croydon is seeking a Complaint Operations and Oversight Officer to manage FOS correspondence and oversee the Complaint Champion network. You will coordinate CRT administration, reporting, and root cause analyses while ensuring adherence to FCA rules and internal controls.

The role requires strong communication, time management, and stakeholder engagement skills. You will work in-office to support the Customer Relations team and participate in regulatory

Qualifications

• Awareness of FCA regulatory framework relating to complaint handling (DISP).
• Excellent written and verbal communication skills.
• Effective time management to multi-task and meet deadlines.
• Ability to work with internal and external stakeholders at all levels.
• Self-managed, proactive and solutions focused under pressure.
• Strong interpersonal skills for collaborative work.

Responsibilities

• Manage Financial Ombudsman Service correspondence and support the complaint handler.
• Oversee the Complaint Champion network, onboarding, communications and training.
• Manage CRT administration, including diaries, mailboxes, rotas and invoices.
• Oversee TPA complaint reporting and bordereaux, ensure timely submission and GCMS recording.
• Conduct weekly root cause analysis and report updates to Head of Customer Relations.
• Monitor compliance with FCA procedures and regulatory requirements.
• Provide operational support to the Customer Relations Team and assist with projects.

Skills

FCA awareness

Communication

Time management

Stakeholder engagement

Problem solving

Team collaboration

Tools

GCMS data entry

Job description

## Complaint Operations and Oversight OfficerApply: Croydon: Full time: Posted Today: JR2604035**Join us as Complaint Operations and Oversight Officer****Make your mark**American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security. **How you will create an impact*** Manage Financial Ombudsman Service correspondence, coordinating information and supporting the assigned complaint handler.* Oversee the Complaint Champion network, including onboarding, communications, training and annual refresher requirements.* Manage key CRT administration, including shared mailboxes, diaries, meeting minutes, the CRT rota and FOS invoices.* Maintain accurate complaint records through GCMS data entry, regular data cleansing and associated reporting.* Oversee the TPA complaint reporting and bordereaux process, ensuring reports are received on time, followed up where necessary and recorded accurately in GCMS.* Undertake weekly root cause analysis, ensure actions are completed and provide updates to the Head of Customer Relations.* Monitor internal and external compliance with AIG UK complaint handling procedures and regulatory requirements through regular control and compliance monitoring.* Provide operational support to the Customer Relations Team, including telephone cover and assistance with wider team priorities.* Support the Head of Customer Relations with relevant projects, initiatives and wider operational activity. **What you’ll need to succeed*** Awareness of FCA regulatory framework particularly as that relates to complaint handling (DISP).* Excellent communication skills, both written and verbal.* Effective time management to be able to multi-task, prioritise to meet varying tasks and deadlines.* Ability to contribute effectively within a team environment and with internal/external stakeholders at all levels.* Is self-managed and motivated, has a proactive and ’can-do’ attitude, can demonstrate effective problem solving and is solutions focused even when working under pressure.* Strong written and verbal communication skills and proven interpersonal skills. #LI-AIG At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.**Enjoy benefits that take care of what matters**At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.**Reimagining insurance to make a bigger difference to the world**American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.**Welcome to a culture of inclusion**We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.*AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.*AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to [e-mail].