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Who Are We?

Solid reputation, passionate people and endless opportunities. That’s Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers – and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.

Job Category

Legal

Target Openings

1

What Is the Opportunity?

The position oversees the organization's complaint handling and resolution, acts as Complaints Liaison Officer and liaises with employees, policyholders, claimants, regulators, the General Insurance OmbudService and other external parties, as required, to facilitate the resolution of conflicts, concerns and issues brought to the attention of the Complaints Liaison Office. The Complaints Liaison Officer will routinely handle complex situations, sensitive and confidential information, and independently exercise considerable judgment. This position is expected to honor the critical elements of an ombudsman practice, which include confidentiality, impartiality, informality, independent non-retaliatory practices, and ethical facilitation of problem-solving processes. The Complaints Liaison Officer contributes to high quality customer service, fair resolution of disputes, and ensures the organization meets the complaint reporting requirements of regulators. Acts as the Complaints Liaison Officer as mandated by insurance regulatory bodies and oversees the resolution of escalated consumer complaints and monitor for disposition.

What Will You Do?

• Consumer Complaints:

• Lead resolution of complaints received in the Complaints Liaison Office and support complaints which are escalated due to potential reputational and/or regulatory exposure and communicate to senior management regarding the resolution/corrective actions of escalated complaints.

• Conduct independent investigations of complaints and prepare summary of findings.

• Prepare Final Position Letters and ensure they are delivered to the complainant in a timely manner.

• Conduct quality audits, as required, to ensure appropriate and timely handling of complaints.

• Track all complaints that are received by Travelers Canada.

• Establish and implement protocols and procedures to ensure that facts are gathered on a complaint and adequately reviewed, understood by both the complainant and impacted business, and the organization is confident with its position and that the complainant understands the company position.

• Prepare quarterly reports on consumer complaints to senior management and annual report to Conduct Review Committee of the Board.

• Collaborate with corporate and business partners, identify trends and opportunities for changes to existing training or business processes/procedures for handling consumer complaints.

• Responsible for development and execution of strategies as it relates to complaint matters, including utilization of data and analytics to proactively educate, train, and inform business groups on consumer complaint trends and opportunities to ensure and improve compliance.

• Regulatory Compliance and Communication: Ensure inquiries from regulators regarding complaints are responded to in a timely manner. Direct, develop and ensure effective implementation and communication of complaint/dispute resolution methods and procedures mandated by government and regulatory bodies. Directs the Complaints Liaison Office and business area in the development, submission, negotiation and communication of regulatory filings. Assists the Travelers Canada Chief Compliance Officer in other regulatory compliance activities.

• Oversee the development systems and complaint resolution processes to reduce company exposure to regulatory fines, and penalties. Identify methodology to measure data quality and facilitate improvement.

• Anticipates future development and operational needs and bring to the attention of senior management. Incorporate appropriate risk management activities into complaint handling processes and procedures.

• Likely manage staff; providing mentorship, training, coaching, guidance and direction to staff.

• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• Undergraduate education or equivalent combination of education and experience.

• Typically 8-10+ years’ experience in business, insurance, compliance and/or risk management areas.

• Experience with government jurisdictional guidelines, regulations and procedures.

• Ability to use negotiation skills to communicate and influence senior leadership to solve problems and make recommendations.

• In-depth understanding of the relationships between financial, technical and operational risk and controls.

• Advance communication skills, both verbal and written, with the ability to present to senior leadership.

• Advanced organization skills with the ability to manage multiple priorities simultaneously and follow through to ensure timely completion.

What is a Must Have?

• Minimum of 7 years of relevant business and/or regulatory experience.

What Is in It for You?

• Health Insurance: Employees and their eligible family members – including spouses, partners, and children – are eligible for coverage from the first day of employment.

• Retirement: Travelers provides a core contribution of 3% of your total eligible earnings to your Deferred Profit Sharing Plan (“DPSP”). Travelers also matches your savings plan contribution dollar-for-dollar up to 5% of base pay.

• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off (“PTO”) annually, plus the opportunity to purchase additional days to allow for up to a total of 36 PTO days per year. You will also receive twelve paid company Holidays.

• Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.

• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

We are committed to providing accommodation to persons with disabilities. If you require accommodation during the recruitment or interview process we will work with you to accommodate your needs.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email (4-ESU@travelers.com) so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/ .