Remote Senior Complaints Leader - Complex Claims

Reserv; United States; Remote; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Family leave

Work from anywhere

Laptop provided

Job summary

Reserv, an insurtech, seeks a results‑oriented Complaints Lead in the US to guide a two‑person team across US/UK, triage, investigate, and resolve complex claims while ensuring regulatory compliance. You’ll directly handle escalated motor/property disputes, liaise with regulators, and drive root‑cause analysis; as the team grows, shift toward people leadership and build a leadership bench.

You’ll partner with Claims, Product/Engineering, QA, and Compliance to close the loop on fixes and maintain

Qualifications

• 5+ years handling complex or escalated complaints in insurance claims.
• Direct experience with regulatory complaint frameworks—FOS, FCA, state DOI.
• 2+ years of people leadership experience.
• Proven track record delivering executive-level communications.
• Ability to manage a live portfolio of complex complaints under deadline.

Responsibilities

• Lead a team of two Complaints Handlers spanning US and UK; set day-to-day triage, work, and closure standards and coach on investigation technique and regulatory requirements.
• Own the most complex/escalated complaints (motor/property), review claim files and policy documents, and deliver professional resolutions to customers.
• Serve as primary contact for escalations to regulatory bodies (UK's FOS or US state DOIs) and manage associated risk.
• Perform root cause analysis to identify patterns and drive improvements for leadership and risk committees.
• Collaborate with Claims, Product/Engineering, QA, and Compliance to close the loop on fixes and process changes.

Skills

Complex/escalated complaints

Regulatory frameworks

People leadership

Executive communications

Investigative skills

Portfolio management

Education

Bachelor's degree

Job description

Reserv, an insurtech, seeks a results‑oriented Complaints Lead in the US to guide a two‑person team across US/UK, triage, investigate, and resolve complex claims while ensuring regulatory compliance. You’ll directly handle escalated motor/property disputes, liaise with regulators, and drive root‑cause analysis; as the team grows, shift toward people leadership and build a leadership bench.

You’ll partner with Claims, Product/Engineering, QA, and Compliance to close the loop on fixes and maintain