Sr Specialist, Consumer Affairs [Remote]

Fortitude Reinsurance Company Ltd. (Fortitude Re) is one of the world’s leading providers of legacy reinsurance solutions. They work with the world’s leading insurance companies to help them execute comprehensive, transformational solutions for legacy Life & Annuity and P&C lines. Fortitude Re manages a general account of approximately $111 billion across life, annuity, and property & casualty insurance products. The company takes a long-term view on growth and is proud to be backed by a consortium of sophisticated institutional investors led by The Carlyle Group and T&D Insurance Group. Incorporated under the laws of Bermuda on January 1, 2017, Fortitude Re’s roots in the insurance industry and the experience of their leadership go back many decades. Fortitude Re’s leadership team has an average industry tenure of over 20 years, and an impressive track record of successfully managing the most complex legacy liabilities. Their deep insurance experience and proprietary risk modeling capabilities allow them to structure bespoke transactions that benefit both insurance companies and their policyholders. Fortitude Re continues to strengthen its ability to pursue further growth and provide innovative solutions for the global insurance industry.   Click here for more information about Fortitude Re.

Position Summary

The Senior Specialist, Consumer Affairs will be working in the dynamic Client Experience team supporting formal complaint review, investigation and response to both regulators and customers on behalf of institutional clients for Fortitude Life and Annuity Solutions (FLAS). This role reports into the Manager, Consumer Affairs.

What You Will Do:

• Research complaints from consumers and regulatory bodies for fair resolution.
• Facilitation with business areas to resolve and respond to both regulatory and non-regulatory complaints.
• Drafting accurate and thorough complaint response letters for medium to complex complaints.
• Quality and content review of data entered into the Complaints Management System.
• Adherence to complaint file retention processes.
• Participate in departmental projects.
• Actively anticipate in problem solving opportunities.
• Collaborate on Process Design.
• Drive exceptional execution and identify Improvements.

What You Will Have:

• Undergraduate degree or equivalent experience.
• Minimum 3 years of life insurance operations and compliance experience required.
• Experience with a compliance and/or insurance operations related function in a corporate environment preferred, but not required.
• Customer-focused mindset.
• Excellent communication skills, both verbal and written.
• Ability to research and resolve escalated customer issues.
• Ability to collaborate with multiple stakeholders to identify root cause of issues.
• Background in handling challenging circumstances.
• Can maintain a high level of customer service within a fast paced, deadline driven environment using strong time management skills.
• Comfortable with ambiguity and self-directed.
• Attention to detail, accuracy and quality.
• Knowledge of Life & Annuity products/systems required.

The base salary range for this role is listed below and will be commensurate with candidate experience. Pay ranges for candidates may differ based on the cost of labor in that location. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance as well as a generous benefits package.  

Base Salary Range

$50,000—$60,000 USD

At Fortitude Re, our strength has always come from our people. Our success is deeply rooted in our ability to embrace the unique attributes, perspectives and experiences of every individual within our company.  Fostering a culture of inclusion and belonging where everyone—regardless of background, race, religion, sexual orientation or gender identity—feels valued and respected is a foundation of our culture.

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.

To all recruitment agencies :  Unless you have been requested to work on this position, or other positions with Fortitude Re, please do not forward any resumes to Fortitude Re employees.  Fortitude Re is not responsible for any fees related to unsolicited resumes.

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