Complaint & Compliance Specialist - Insurance Claims

MAWDY; Galway; On-site; EUR 35,000 - 48,000; Full time

Benefits offered by this job

Time and attendance rewards

Motor Rescue & European Travel Ins.

20% travel insurance discount

Job summary

MAWDY Ireland in Galway is seeking a dedicated Complaint Officer to join our fast-paced, customer-focused team. Reporting to the Customer Experience Manager, you will analyse complex information to ensure fair outcomes and uphold regulatory standards.

You will investigate complaints, conduct root cause analysis, and deliver clear, empathetic responses to complainants while maintaining thorough records and contributing to process improvements.

Qualifications

• Experience delivering customer experiences in a regulatory environment.
• Ability to review complex circumstances and provide clear written responses.
• Strong written and verbal communication skills; high-quality letter writing.

Responsibilities

• Manage and resolve simple and complex complaints per regulations.
• Investigate complaints using submissions, case notes, and recordings.
• Evaluate disputes and determine outcomes; escalate when needed.
• Conduct Root Cause Analysis on upheld/compromised complaints.
• Provide timely responses to complainants with empathy and clarity.
• Maintain complete records and support process improvements.

Skills

Customer service

Regulatory knowledge

Problem solving

Organization

Independent worker

MS Office

Plain English

Tools

MS Office

Job description

MAWDY Ireland in Galway is seeking a dedicated Complaint Officer to join our fast-paced, customer-focused team. Reporting to the Customer Experience Manager, you will analyse complex information to ensure fair outcomes and uphold regulatory standards.

You will investigate complaints, conduct root cause analysis, and deliver clear, empathetic responses to complainants while maintaining thorough records and contributing to process improvements.