Job DescriptionAbout the RoleAn outstanding opportunity is available to join SWE, a diverse and inclusive team located in Luxembourg, operating within an international and informal setting. In the role of Complaints Consultant, involvement will be within a small cross-functional delivery team addressing complaints from customers or their legal representatives. These complaints concern SWE legacy products, their sales process, and associated Terms & Conditions. This position holds a key responsibility in ensuring customers obtain timely resolution or are regularly updated about any delays.Key Accountabilities - Effective and timely handling of complaints while meeting the internal policies of SWE and the reasonable interests of customers.
- Work with our business partners to investigate and resolve customer complaints as required.
- Coordinate with all parties involved, including our in-house legal department, external lawyers, the actuarial team, and other decision-makers to ensure timely answers are provided to our clients.
- Making sure customers get a timely response to their complaint or are informed about the causes of any delay.
- Collaborate closely with our first line customer service centre to ensure accurate and timely information is being sent to the customers.
- Help prepare and distribute internal reporting.
- Help prepare responses to regulatory bodies including CAA, BaFin, IVASS.
About you - A demonstrated history of working in a Customer Service role.
- Experience in the Life Insurance sector is a valuable advantage.
- General understanding of products, legal frameworks, and services within the insurance industry.
- Proficient in English and German both written and spoken.
- Comfortable working with common MS Office applications (Word, Excel, PowerPoint, Outlook, etc.) and Adobe software.
- Comfortable with change and uncertainty, eager to propose new insights and carry out practical and effective solutions.
- Positively impact others by exemplifying Lloyds Banking Group values and behaviour and inspire this in team members.
About Scottish Widows EuropeScottish Widows Europe (“SWE”), a subsidiary of Scottish Widows L.P., was established in Luxembourg to guarantee continued support for its EU operations following the UK’s exit from the EU. It is authorized to conduct life insurance activities across Europe. SWE’s portfolio mainly consists of with-profit policies (though it also includes unit-linked policies), initially sold under the Clerical Medical Brand. The portfolio holds about €2 billion in assets, covering roughly 50,000 policyholders. Since March 2019, the business has been managed from Luxembourg and through its German branch. SWE depends on external providers for policyholder service and administration.SWE operates within Scottish Widows, a wholly owned Lloyds Banking Group (“LBG”) subsidiary and a well-established provider of life and pension services in the UK. Its product suite includes life assurance, pensions, investments, and savings options. The company has been delivering financial solutions to the UK since 1815. These products are available through independent financial advisers, direct customer sales, and LBG bank branches. Scottish Widows employs roughly 3,000 people.LBG is a leading UK-based financial services group providing a wide range of banking and financial services, passionate about personal and commercial customers. The main business activities are retail, commercial, and corporate banking, general insurance, and life, pensions, and investment provision. Services are offered through well-recognized brands including Lloyds Bank, Halifax, Bank of Scotland, and Scottish Widows, and a range of distribution channels.About working for us:At Lloyds Banking Group, we work to be inclusive and build an organisation that reflects the diversity of modern society. We value diversity in all its forms, ensuring everyone feels included and able to thrive, no matter their background, identity, or culture.We’re disability confident, so if you need reasonable adjustments during the recruitment process, let us know. Our wide-ranging benefits package includes: - A discretionary performance-related bonus.
- Cash allowance for lunch vouchers and private medical contributions.
- Pension scheme.
- Annual and special leave according to the collective labour agreement of the insurance sector.
If the thought of joining our team excites you, get in touch. We’d love to hear from you!
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