Insurance Complaints Officer

About the role

We are looking for an Insurance Complaints Officer to manage customer complaints from receipt through investigation, resolution and closure. The role ensures timely, fair and compliant handling while working closely with internal teams to improve the overall customer experience.

Key responsibilities

• Manage the end‑to‑end complaint lifecycle, ensuring acknowledgment, investigation, resolution and closure within service standards.
• Act as the primary point of contact for customers, providing clear, professional and empathetic communication throughout the process.
• Gather relevant information and coordinate with Claims, Underwriting, Operations, Sales and Finance to resolve issues.
• Conduct root‑cause analysis to identify recurring complaints and recommend corrective actions.
• Maintain accurate complaint records and case updates in CRM and complaint management systems.
• Prepare reports on complaint trends, resolution times and other service indicators.

Required profile

• Bachelor’s degree in Business Administration, Finance, Insurance or a related field.
• 1–3 years of experience in customer service, complaints management or insurance operations.
• Strong stakeholder management and ability to handle sensitive customer interactions.
• Excellent command of English, both written and spoken.

Required skills

• Proficiency in Microsoft Excel, Word and Outlook.
• Experience using CRM systems and customer case management platforms.