Sr Associate, Consumer Affairs

1 month ago
Full-time
Lead
Customer and Technical Support
Puck

Puck

Puck helps great teams find great teammates through employer branding, conversations, and authentic candidate engagement, using personalized automation to enhance the candidate experience and improve hiring metrics.

Internet Software & Services
1-10
Founded 2020

Description

  • Lead and develop a team of consumer affairs representatives, including hiring support, coaching, development, and performance management.
  • Direct formal complaint review and response efforts for customers and regulators on behalf of institutional clients.
  • Provide coaching and direction on complaint case resolution and written responses.
  • Review and edit letter drafts and other complaint-related communications.
  • Develop and revise departmental procedures and work instructions.
  • Oversee departmental reporting and ensure accurate tracking of work.
  • Manage departmental projects and initiatives.
  • Lead continuous improvement discussions and identify process improvement opportunities.
  • Drive strong execution and identify ways to improve team performance and service quality.

Requirements

  • Undergraduate degree or equivalent experience.
  • Minimum of 5 years of life insurance operations and compliance experience.
  • Experience leading small teams of direct reports.
  • Strong organizational, interpersonal, analytical, and problem-solving skills.
  • Demonstrated experience leading problem-solving initiatives.
  • Excellent research skills and strong attention to detail.
  • Experience facilitating group discussions.
  • Effective verbal and written communication skills.
  • Proficiency with Microsoft Office, including Word, Outlook, and Excel.
  • Life and annuity operations experience, with exposure to formal complaint management review/research preferred.
  • Knowledge of life and annuity products and systems preferred.
  • Knowledge of AI tools and their usage preferred.
  • Excellent process design capabilities.
  • Ability to work in a fast-paced environment with shifting deadlines and priorities.

Benefits

  • Base salary range of $70,000 to $85,000 USD.
  • Eligibility for an annual bonus based on company and individual performance.
  • Generous benefits package.
  • Opportunity to work at a company backed by major institutional investors.
  • Inclusive and belonging-focused workplace culture.

Interested in this position?

Apply directly on the company website

Apply Now

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