Complaints Specialist - Prosperity : Job Details

Hybrid in Roanoke OfficeSummary: This position will provide support to the Complaints Manager for all aspects of the Company's complaint handling process, including intake, tracking, acknowledgement, investigation, and response to complaints received from consumers and the Departments of Insurance (collectively, Complaints ). Major Duties and Responsibilities: include the following:

• Monitoring group inbox and timely notifying the Complaints Manager, Company Management, Third Party Administrators (TPAs), Bank Partners and internal colleagues of the receipt of and the grievance expressed in Complaints
• Calculating and communicating the timeline for response to Complaints to internal colleagues and TPAs
• Maintaining the Complaint calendar to ensure it accurately reflects due dates for Complaint responses and interim deliverables
• Accurately entering regulatorily required information in the Company's Consumer Complaint Management Program
• Drafting correspondence in acknowledgement and response to Complaints both independently and for review by the Complaints Manager
• Redacting confidential information and electronic submittal of Complaint responses to the Departments of Insurance and Better Business Bureau

• Other duties that may be assigned as appropriate

Supervisory Responsibilities: This job has no supervisory responsibilities. Job Qualifications: To perform this job successfully, an individual must be able to satisfactorily perform each major duty with minimal supervision and work independently. The duties and responsibilities listed are representative of the knowledge, skill, and/or ability required. Education and/or Experience:

• Bachelor's degree and/or equivalent combination of education and experience
• Familiarity with life insurance and annuity products and/or three years of experience as a Legal Assistant preferred

Communication and Language Skills: Work requires the ability to read and analyze issues and effectively draft written explanations. Strong organizational and communication skills, both orally and in writing, are required. Other key skills include: effective use of all mediums of communication as appropriate, presenting well to groups, actively listening, and continuously identifying opportunities to build communication skills. Mathematical Skills: Basic math skills are required Reasoning Ability: Strong analytical skills required Certificates, Licenses, Registrations: None required Other Skills and Abilities:

• Attention to detail and excellent time management skills
• Accurately and efficiently identify and capture key information
• Strong analytical and reading comprehension skills
• Excellent organizational and communication skills, both oral and written
• Ability to take initiative and to work both independently and as a team player
• Working knowledge of Microsoft Office products