Senior Complaints Lead — Remote & Regulatory-Focused

Reserv; United States; Híbrido; USD 120 000 - 160 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

401(k) matching

Generous PTO

Family leave policy

Work from anywhere

Company laptop + large monitor

Resumo da oferta

Reserv is an insurtech redefining claims with AI and automation. This role leads a two-person Complaints Handlers team across US and UK while also handling escalated cases.

You will set the day-to-day standards for triage, investigation, and closure, coaching on regulatory requirements and best practices. As the team grows, the role shifts toward people leadership, building a bench for future expansion, and collaborating with Claims, Product/Engineering, QA, and Compliance to close the loop on

Qualificações

• 5+ years handling complex or escalated complaints within insurance.
• Experience with regulatory complaint frameworks (FOS, FCA, state DOI).
• 2+ years of people leadership.
• Proven track record delivering executive-level communications.
• Strong investigative instincts for claim files and policy documents.
• Ability to manage a live portfolio of complex complaints under deadlines.
• Bachelor's degree required or equivalent qualifications.
• Generous health-insurance package with nationwide coverage, vision, & dental.
• 401(k) retirement plan with employer matching.
• Competitive PTO policy and family leave.
• Work from anywhere to facilitate work-life balance.
• Apple laptop and large monitor provided.

Responsabilidades

• Lead a team of two Complaints Handlers spanning US and UK; set day-to-day standards for triage, work, and closure, coaching investigation technique.
• Own the most complex and escalated complaints yourself—motor and property disputes, coverage questions, and timing issues.
• Be primary contact for regulatory escalations (FOS, FCA, state DOIs) and manage associated risks.
• Conduct root-cause analysis and reporting to enable action by leaders and Risk Council.
• Partner cross-functionally with Claims, Product/Engineering, QA, and Compliance to close loop on feedback.
• Build and maintain complaint-handling standards, records, and audit-ready processes.

Conhecimentos

Complaint handling

Regulatory knowledge

Leadership

Executive communications

Investigative instincts

Portfolio management

Formação académica

Bachelor's degree

Descrição da oferta de emprego

Reserv is an insurtech redefining claims with AI and automation. This role leads a two-person Complaints Handlers team across US and UK while also handling escalated cases.

You will set the day-to-day standards for triage, investigation, and closure, coaching on regulatory requirements and best practices. As the team grows, the role shifts toward people leadership, building a bench for future expansion, and collaborating with Claims, Product/Engineering, QA, and Compliance to close the loop on