Complaint Operations & Compliance Lead

aig; Croydon; Presencial; GBP 30.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Total Rewards Program

On-site work

Descripción de la vacante

American International Group, Inc. (AIG) is seeking a Complaint Operations and Oversight Officer to manage Financial Ombudsman Service correspondence, oversee the Complaint Champion network and maintain accurate records in GCMS.

You will support the Head of Customer Relations, ensure regulatory compliance with FCA DISP, and provide operational support to the team, including onboarding and training, while primarily based in the Croydon office.

Formación

• Awareness of FCA regulatory framework related to complaint handling (DISP).
• Excellent written and verbal communication.
• Strong time management and multi-tasking.
• Ability to work with stakeholders at all levels.
• Self-motivated with proactive problem solving.
• Interpersonal skills.

Responsabilidades

• 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.

Conocimientos

FCA DISP knowledge

Communication skills

Time management

Descripción del empleo

American International Group, Inc. (AIG) is seeking a Complaint Operations and Oversight Officer to manage Financial Ombudsman Service correspondence, oversee the Complaint Champion network and maintain accurate records in GCMS.

You will support the Head of Customer Relations, ensure regulatory compliance with FCA DISP, and provide operational support to the team, including onboarding and training, while primarily based in the Croydon office.