Complaint Operations & Oversight Specialist

Aig Inc; Croydon; Híbrido; GBP 30 000 - 45 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Total Rewards Program

Professional development

Resumo da oferta

American International Group, Inc. (AIG) is seeking a Complaint Operations and Oversight Officer to drive regulatory compliant complaint handling and operational excellence from the Croydon office.

You will manage correspondence with the Financial Ombudsman Service, oversee the Complaint Champion network, and maintain robust complaint records via GCMS while supporting a dynamic Customer Relations team. The role requires strong communication, proactive problem solving, and the ability to

Qualificações

• Awareness of FCA DISP framework in complaint handling.
• Excellent written and verbal communication.
• Strong time management and multi-tasking abilities.
• Ability to work with internal and external stakeholders at all levels.
• Self-managed with proactive problem-solving.

Responsabilidades

• Manage Financial Ombudsman Service correspondence and support the assigned complaint handler.
• Oversee the Complaint Champion network: onboarding, communications, training and refresher requirements.
• Manage CRT administration: shared mailboxes, diaries, meeting minutes, CRT rota and FOS invoices.
• Maintain accurate complaint records through GCMS data entry and reporting.
• Oversee TPA complaint reporting and bordereaux, ensuring timely, accurate submissions.
• Conduct weekly root cause analyses and report updates to Head of Customer Relations.
• Monitor compliance with AIG UK complaint handling procedures and regulatory requirements.
• Provide operational support to the Customer Relations Team and assist with wider projects.

Descrição da oferta de emprego

American International Group, Inc. (AIG) is seeking a Complaint Operations and Oversight Officer to drive regulatory compliant complaint handling and operational excellence from the Croydon office.

You will manage correspondence with the Financial Ombudsman Service, oversee the Complaint Champion network, and maintain robust complaint records via GCMS while supporting a dynamic Customer Relations team. The role requires strong communication, proactive problem solving, and the ability to