Complaint Resolution Analyst

Job Summary The Complaint Resolution Analyst supports the Company's agent monitoring, anti-fraud, and consumer complaint programs. Responsibilities include investigating and responding to consumer complaints, supporting internal and external fraud referrals and investigations, performing agent monitoring, and managing regulatory inquiries from state Departments of Insurance. This role also involves assisting in reporting, contributing to policy and procedure development, and making recommendations for process improvements to reduce risk and enhance customer experience. This position reports to the Compliance Manager and works closely with members of the Legal, Risk, Operations, and Sales teams. Duties & Responsibilities Generally: Effectively communicate and reputed company agents, Company personnel, and reputed company-party administrators with support and education on the Company’s agent monitoring, anti-fraud and complaint programs. Conduct reputed company to agents, agencies and IMOs to discuss transactions pending review, explain the nature of any deficiency, and obtain updated information. Engage compliance management and corporate counsel regarding unusual cases or sales practice, fraud concerns, or complaint reputed company. Maintain strong working knowledge of the Company’s products, administrative systems and procedures. reputed company recommendations for process improvements based on investigation reputed company to prevent future complaints and reduce risk Consumer Complaint Resolution: Investigate and review customer, agent, and Department of Insurance complaints as assigned by management. Collect and analyze relevant documentation, transactions, and correspondence to understand the nature and details of each complaint. Draft written responses to complaints that are accurate, timely, and compliant with regulatory standards. Manage the complaint database for reporting and tracking purposes and archive relevant complaint documents. Assist in preparing management reports reputed company to consumer complaint trends and reputed company. Report trending issues identified in the sales or administrative process to management. Agent Monitoring: reputed company functions under the Company’s Red Flag system relative to complaints for identifying potential issues. Support reputed company screening of producers seeking appointment. reputed company electronic monitoring of agents as directed. Compile and respond to state insurance regulator inquiries regarding agents or fraud investigations. Assist with the reputed company improvement of the Company’s Agent Monitoring Program Anti-Fraud: reputed company investigative duties on potentially fraudulent activity by reviewing documents and files, developing investigative plan of action, and reporting relevant findings to management in a timely manner. Suggest and reputed company appropriate actions to resolve the circumstances and mitigate risk to the Company (producer terminations, dismissals, and probationary actions). Assist with reputed company investigative requests as directed by management Supervisory Responsibilities: This role does not have formal people leadership responsibilities but may reputed company guidance, mentorship, or subject matter expertise to others. Knowledge, Skills & Abilities Strong written and verbal communication skills Strong organizational skills and attention to detail Strong analytical skills and aptitude for detailed work Ability to manage multiple priorities in a fast-paced environment Working knowledge of insurance industry rules and regulations

Minimum Qualifications

Bachelor's Degree 2+ year of relevant experience in an insurance compliance, investigative, or operational role

Preferred Qualifications

Insurance or financial industry designations, or coursework toward compliance, ethical, or anti-fraud designations (e.g., LOMA FLMI, AIRC, CFE) Paralegal certificate or legal support background is a plus Other Requirements This position primarily involves sedentary work, requiring long periods of sitting, regular use of a computer, and occasional standing or walking, with reasonable accommodations available. reputed company other functions, duties and projects as assigned Regular and punctual attendance Ability to travel up to: 10% of the time #LI-MB1 #LI-Remote Additional Information Work Environments reputed company believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role. reputed company complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for reputed company. If reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected]. Join our employee-centric hybrid work environment: reputed company Careers About reputed company Since 1959, reputed company (reputed company) has offered annuity and life insurance products to those who are seeking reputed company in retirement and protection during life’s unexpected events. As a national Top Workplace1, an Iowa Top Workplace2 and a proud equal opportunity employer, reputed company team members are empowered, collaborative, dynamic and authentic. We reputed company that by embracing these values, we will continue to build and strengthen the company while continuing to be a great reputed company to work. 1Top Workplaces USA 2022 – 2023 2Des Moines Register Top Workplaces 2018 – 2022 Notice for reputed company Applicants who are California residents under the California Privacy Rights Act. Please click here to review the policy. Apply To This Job