Complaints Specialist
The Company
Cover Genius is a Series D insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Uber, Hopper, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.
Our People are
Bold, Authentic, Purposeful and Inspired
Our People are not
Perfect, Traditional, Complacent or Cautious
About the role
As a Complaints Specialist on our Customer Team, you will handle complaints resolution within the established procedures, ensuring that customers receive a timely and accurate response to their complaints. You will be implement any complaint resolution process and will collaborate with the complaints team on process improvements.
To drive success in this role, you will have a strong attention to detail and you will ensure a positive customer experience through resolving their complaints. This also includes implementing improvements to increase the customer satisfaction and decrease any legal risk for the company.
Key Responsibilities;
- Manage customer complaints proactively and ensure end-to-end resolution. In some instances, this includes calling customers and regulators
- Ensure that any new regulations or processes are effectively implemented
- Ensure all complaints are managed within the company's target SLAs.
- Ensure that correspondence from the Ombudsman or other Regulatory body is appropriately dealt with, that documentation provided is relevant, appropriate, and of high quality, and that responses are made within the required SLAs
- Lead, prepare, and attend complaints meetings as needed.
What you will bring;
- 1-3 years experience in all aspects of complaints handling
- Experience fostering and developing key relationships with both external and internal stakeholders
- Track record of advocating for customer solutions, the deep dive analysis of data and trends to ensure the positive resolution of the complaint
- Excellent written and oral communication in English
- Bachelor's degree, postgraduate degree and/or record of academic achievement is also desirable
Why Cover Genius?
Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?
• Flexible Work Environment - we are outcome focussed and understand that for our people to perform at their best flexibility is critical. Soon after the declaration of the COVID-19 global pandemic the entire CG team was granted an extra 15 days of Wellness Leave to take throughout 2020.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!
Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat!
* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.