Job Description
The Consumer Affairs Specialist serves as Sentry’s primary point of contact for the Department of Insurance consumer complaints and the internal resource for formal complaints generated through multiple channels such as the Better Business Bureau and Social Media and/or state insurance regulators, leads, coordinates and supports the organization’s complaint processes ensuring compliance with regulatory requirements and internally established best practices. Collaborates with business units, corporate legal and other stakeholders as needed in preparing accurate and timely responses to complaints. Creates and delivers standard and ad hoc reports for regulators and Sentry business leaders; often proactively identifying complaint trends which could impact the organization.
What You'll Do
As a Consumer Affairs Specialist, you will:
- Lead, coordinate and support all aspects of the complaint processes, including, but not limited to deescalating consumers using Sentry’s toll-free complaint phone system, evaluating the complaint to determine the nature of the complaint, the business units impacted, and the documentation required to establish and support a position Demonstrate understanding when a complaint requires escalation to legal to mitigate exposure or reduce litigation. Lead, coordinate and support all non-compliance matters through resolution with the state insurance departments.
- Leverage broad knowledge of insurance compliance and regulatory matters, secure necessary documentation from the related business area; ensure sensitive and/or protected information is redacted appropriately. Respond to questions from internal and external contacts, draft and submit timely and accurate company responses to insurance departments as required. Partner with Regulatory Affairs as needed to ensure an accurate interpretation of laws are being cited when responding to complaints.
- Proactively engage with business unit leadership and executives on high profile and/or sensitive complaints, ensuring they are appropriately informed of areas of non-compliance and the related outcomes. Document findings and solutions and report them out as appropriate. Collaborate with legal on high exposure complaint risks. Identify and inform on potential areas of improvement.
- Analyze complaint metrics and compile and share reports outlining findings, trends, including topics reviewed and related dispositions with appropriate stakeholders. Identify recurring issues that need to be escalated and/or resolved.
- Develop and maintain positive and productive relationships with insurance regulators and internal business stakeholders. Maintain a high degree of confidentiality, professionalism, and customer service.
Additionally, you will:
- Develop, implement and maintain written procedures on best practices related to working with the state insurance regulators. Develop best practices with respect to complaint responses and as needed share this will business areas. Provide oversight and guidance to others that may be involved in responding to less complex complaints.
- Performs other job-related duties as assigned from time to time.
What it Takes
- Bachelors Degree or equivalent work experience
- Minimum 3 years of related work experience- Experience in Claims, Underwriting or Regulatory Compliance strongly preferred
- Knowledge of insurance policies, coverages, claim payment procedures, underwriting guidelines and state regulatory requirements strongly preferred
- Demonstrated ability to effectively interact with associates in various levels across an organizations including executives
- Demonstrated human relations skills including the ability to effectively deal with frustrated or angry customers
- Extremely proficient writing and oral communication skills
- Ability to analyze and interpret complex and detailed documents such as contracts, medical reports, police reports and state insurance regulations
- Ability to analyze, review, exercise judgement and make sound decisions
- Demonstrated time management and prioritization skills
What You'll Receive
At Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you’ll receive.
- Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday you’ll work in office.
- As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office.
- Meal Subsidy available for associates who report to an office.
- 401(K) plan with a dollar-for-dollar match on your first eight percent , plus immediate vesting to help strengthen your financial future.
- Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program
- Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off
- Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle.
- Well-being and Employee Assistance programs
- Sentry Foundation gift matching program to encourage charitable giving.
About Sentry
We take great pride in making Forbes’ list of America’s Best Midsize Employers. A lot of different factors go into that honor, many of which contribute to your job satisfaction.
Our bright future is built on a long track record of success. We got our start in 1904 and have been helping businesses succeed and protect their futures ever since. Because of the trust placed in us, we’re one of the largest and financially strongest mutual insurance companies in the United States. We’re rated A+ by A.M. Best, the industry's leading rating authority.
Our headquarters is in Stevens Point, Wisconsin, with offices located throughout the United States. From sales to claims, and information technology to marketing, we enjoy a rewarding and challenging work environment with opportunities for ongoing professional development and growth.
Get ready to own your future at Sentry. Opportunities await!
Talent Acquisition Specialist
Kasha Dombrowski
kasha.dombrowski@sentry.com
Equal Employment Opportunity
Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.
Job Tags
Work experience placement, Immediate start, Work from home, Home office, Monday to Friday,