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ISP Life - Complaints Administrator

Data: 6-set-2022

Luogo: Dublino, IE

Società: Intesa Sanpaolo Group

Intesa Sanpaolo is the banking group leader in Italy. Assisting more than 14,6 milion of retail customers through a network of 5360 branches, it significantly supports the development of Companies and gives an important sustain to the country's growth. The Group has a selected retail banking presence in Central and Eastern Europe, the Middle East and North Africa, with approximately 1,000 branches and 7.2 million customers in 12 countries. Intesa Sanpaolo is also present in 25 countries in support of its corporate customers’ cross-border business. It is looking for new qualify profiles who want to face demanding and challenging career path.

Role description

The role sits within the Legal& Complaint Department and aims at delivering top class customer service. It entails investigating customers' complaints, liaising with internal and external stakeholders to ensure fair outcomes for customers, reporting to the Regulatory Authority, internal Audit and Board of Directors as well as Parent Company, providing constructive solutions to improve business performance. This is a very detail oriented position. Responsibilities will include: - Registration and maintenance of complaints and Requests from Regulatory Authority in our web based system accurately and promptly - Assessment of same against terms & conditions of life insurance products - Investigation and analysis of same to a high standard by liaising with internal/external departments in order to provide a fair outcome - Ability to recognise links in disparate information and highlight any risks to the relevant business unit - Ability to manage complaints within strict KPI's and deadlines - Identification of possible gaps in the company processes and raise of reputational risks - Development of effective working relationships with colleagues across business - Ability to ensure our colleagues understand what the value of complaints is and why it is important to improve the business - Provision of monthly and quarterly reports on complaints figures and trends - Provision of reports for relevant the Regulatory Authority (IVASS) - Ability to adapt and carry out different tasks as they may arise from time to time  

Desired qualifications, knowledge and experiences

• Fluent Italian • Good English Language skills • Italian law degree • Familiar with the principles and practice of European Insurance regulation, preferably Italian and Spanish • Knowledge of life insurance products • Ability to use MS Office package • At least 2/3 years relevant in-depth Customer Care/Complaints experience preferably in the Insurance or Financial service sector • Degree level education 

Essential requirements

• Capacity to tackle challenges in multicultural environments • Ability to work well under pressure • Ability in troubleshooting and problem solving with hands on approach • Ability to work on multiple and complex tasks simultaneously and to tight deadlines. • Highly motivated individual, with focus on accuracy and attention to details • Strong communications, organisational and planning skills • Analytical thinking • Confidentiality and integrity • Organisational skills and ability to work as part of a team to ensure work is completed in accordance with agreed deadlines • Ability to recognize issues of strategic, legal or reputational importance, raise them and recommend remedial actions • Ability to produce clear, concise and accurate written communications 

Everyone is an asset for our Group and that person could be you! Check out our job opportunities, apply and join our team! expebi