About us
Since Aspen was founded in 2002, we have become a leading, diversified specialty insurance and reinsurance company. We respond thoughtfully and creatively to find the best outcomes for our clients and business partners through carefully-tailored solutions.
We believe the way we work is just as important as the work we do, and we are guided by our core values of respect, honesty, trust and professionalism.
Aspen is a great place to develop your career offering an exciting and challenging environment where achievement is rewarded.
The role
Primary responsibility to be the principle point of contact for all Aspen UK platform complaints, taking responsibility for all aspects of complaints investigation and resolution including oversight of outsourced complaints handling and associated activity such as root cause analysis and MI.
To support the business in managing conduct risk including review of policy wording, claims processes and coverholder/TPA controls Where appropriate contribute to wider conduct related initiatives, projects and associated activities.
“Our Aspen Values are expected to be reflected in the delivery and performance of every role.”
Key accountabilities
Strategy and Planning
- Contributes to the determination of key deliverables for the team and takes ownership for their local implementation.
- Manages team priorities and activities in line with agreed plans to ensure the achievement of department objectives.
Policy, Process and Procedures
- Maintain the policies, procedures, processes and systems relating to Complaints Management, including Lloyd’s Rio expectations.
- Design, implement and update the Conduct Risk Framework and associated customer focused policies.
- Ensures compliance with relevant legislation, guidance and company policies and procedures to protect Aspen’s regulatory position.
- Completion of relevant regulatory returns.
- On-going management of the IDD CPD process, ensuring Aspen’s Underwriting Teams meet the required threshold for dealing with European customers. Evaluation of appropriateness of training undertaken and coaching of Underwriting Teams through the process.
Environmental Awareness/Customer Focus
- To act as the subject matter expert for all Aspen complaints.
- Lead the design and implementation of appropriate complaints policies, procedures, and training to meet applicable regulatory requirements including Lloyd’s RIO.
- Responsible for recognising, recording, investigating, responding to all applicable Aspen complaints and appropriately actioning these in line with any applicable regulatory requirements.
- Ensuring that appropriate systems and controls are in place to provide assurance to senior management that all regulatory requirements are being met.
- Undertake root cause analysis of complaints received and agree appropriate actions, with timescales, for resolution and monitor their implementation with a view to improving customer experience.
- Prepare complaint files and supporting documentation, which have been requested, by Lloyd’s, the Financial Ombudsman service (FOS), Financial Services and Pensions Ombudsman (FSPO) or other regulatory or ombudsman on complaints issues. Production of relevant regulatory returns as may be requested by any regulator.
- Communicate learnings from Lloyd’s, FSPO and FOS decisions to the trading teams and agreed committees.
Skills & experience
Knowledge And Experience
- Awareness of general insurance matters; including FOS rulings and common technical approaches, including experience of FCA regulations.
- Awareness of claims investigation and settlement procedures.
- IT skills Excel and Word.
- ACII qualification desirable, or willingness to work towards.
- Experience of complaints handling in the UK insurance market essential, experience in the Lloyd's of London syndicate market desirable. Ability to interpret varied policy wording and insurance terminology.
- Track record of success in a regulated environment.
- Strong experience on the areas of risk management and/or compliance with well-developed knowledge of conduct requirements as they relate to complaints.
- Able to present and contribute to discussions at Executive and Board level.
- Must be able to work accurately and with minimum supervision and be able to make decisions on complaints based on a broad understanding of relevant policies and procedures and of operational requirements.
- Effective case management, balancing short term and long term objectives and deadlines to ensure all cases are progressed in a timely manner.
- Flexibility to work independently and as part of a team to organise work to meet prescribed service timetables.
Other
At Aspen we know that having a diverse and inclusive workforce is good for our people, good for our business and good for the environments in which we operate. We therefore welcome applications from people which allows us to draw on diverse cultures, perspectives, skills and experiences.
Conduct and Complaints Officer in London employer: Aspen Insurance
Aspen is an exceptional employer that fosters a dynamic and inclusive work environment, where respect, honesty, trust, and professionalism are at the core of our values. As an Actuary in our UK Actuarial Function, you will have the opportunity to engage in meaningful projects, develop your skills, and collaborate with talented colleagues while being rewarded for your achievements. Our commitment to employee growth and a supportive culture makes Aspen a fantastic place to advance your career in the insurance industry.
