Deputy Money Laundering Reporting Officer

NELFT NHS FOUNDATION TRUST; Sheet; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading healthcare provider in the UK is hiring for a hybrid role focused on investigating and resolving policyholder complaints. This position requires a strong ability to analyze information and negotiate effectively while working autonomously and as part of a team. Candidates should possess relevant complaints handling experience and demonstrate strong communication skills. The role supports a diverse and inclusive work environment, promoting professional development and workplace adjustments.

Benefits

Health and wellbeing programmes

Diversity and inclusion training

Investment in professional development

Qualifications

• Experience managing and prioritising workload.
• Experience working flexibly, both as part of a team and individually.
• Experience in complaints or claims handling.

Responsibilities

• Conduct detailed investigations of policyholder complaints.
• Negotiate resolutions with managing agents.
• Maintain data accuracy in monitoring databases.
• Ensure compliance with Lloyd's Complaint Protocol.

Skills

Ability to interpret insurance policy wordings

Ability to analyse information

Ability to handle complaints appropriately

Ability to identify issues and negotiate solutions

Good written and telephone communication skills

Job description

This is a hybrid and flexible working (3 days a week or 21 hours over 4 or 5 days) problem solving and decision making role that involves detailed and impartial investigations, discussions and negotiations with managing agents and their representatives to resolve complaints fairly with due regard to the rules prescribed by the Financial Conduct Authority (FCA) and other international regulators. You will have an allocated case load to track, progress and resolve, so will need to feel comfortable working autonomously at times, but with the support of an experienced team.

Responsibilities

• Protect the Lloyd's brand by ensuring that a comprehensive investigation of policyholder complaints is undertaken ensuring all relevant information is reviewed and an appropriate outcome is reached.
• Conduct detailed, fact‑based negotiations with managing agents or their representatives, taking into account current industry complaint resolution protocols to resolve complaints fairly and reasonably.
• Where necessary mandate redress payments and enforce compensatory payments up to the limits described by the Complaints Mandate policy if the managing agent fails to alter their position.
• Issue regulatory responses to policyholders tailored to individual need in line with FCA and equivalent international regulatory timescales and requirements.
• Work collaboratively with other Investigation Complaint Associates, providing guidance to colleagues on mandating of complaints, sharing both technical and process/procedural knowledge.
• Undertake regular reviews of own complaint caseload to ensure complaints are resolved as promptly as possible.
• Build and maintain relationships with key internal colleagues and those in wider markets, and with external stakeholders such as managing agents, coverholders, delegated complaint administrators through front‑line and daily contact.
• Provide guidance to Lloyd's policyholders, managing agents, coverholders and delegated claims administrators in relation to both the Lloyd's complaint process and in respect of specific technical complaint guidance.
• Update and maintain data in complaint monitoring databases to ensure accuracy of UK and international regulatory reports and internal management information to effectively manage internal workloads, the provision of accurate data to oversee the Lloyd's market and to correctly charge case fees.
• Undertake an ongoing review of work processes with a view to continual improvement in the handling of complaints and ensure all procedures are fully documented.
• Comply with the requirements of Lloyd's Complaint Protocol.
• Comply with departmental inclusive culture practices (TRACK).
• Deputise for Senior Associates both in Chatham and London as a key member of the Markets team.
• Assist the Governance and Liaison functions as and when necessary to support the wider operation of the Complaints department.

Key Requirements

Abilities

• Ability to interpret varied insurance policy wordings and apply these to case specific scenarios.
• Ability to analyse information to evidence a rational conclusion in line with industry guidance and regulatory requirements.
• Ability to remain calm and objective to handle complaints appropriately.
• Ability to identify issues, make recommendations and negotiate solutions.
• Ability to manage workload to meet regulatory deadlines and internal service levels.
• Ability to deliver training and presentations and to adjust communication style and approach according to audience.

Knowledge

• Understanding of the Lloyd's, FCA and international regulatory requirements relating to the handling of policyholder complaints, the Dispute Resolution rules (DISP) and general insurance matters and the Financial Ombudsman Service (FOS) technical approach.
• High level understanding of FCA Consumer Duty and Lloyd's Principle Based Oversight.

Experience

• Experience managing and prioritising workload.
• Experience of working flexibly, both as part of a team and on an individual basis.
• Complaints/claims handling experience.

If you support our values – Be Brave, Stronger Together and We do the Right Thing – are eager to learn, can manage your own workload and have good written and telephone communication skills, then the hybrid and flexible role could work for you.

Diversity and inclusion are a focus for us – Lloyd's aims to build a diverse, inclusive environment that reflects the global markets we work in. One where everyone is treated with dignity and respect to achieve their full potential. In practice, we are positive and inclusive about making workplace adjustments, we offer regular health and wellbeing programmes, diversity and inclusion training, employee networks, mentoring and volunteering opportunities as well as investment into your professional development.