Role Overview
The Complaint Liaison Associate is the primary contact point between Lloyd’s and external regulators – the Financial Ombudsman Service (FOS) in the UK and the Department of Insurance (DOI) in the US. The role involves resolving policyholder complaints that have been escalated for regulator review, ensuring compliance with FCA requirements and Lloyd’s Complaints Protocol, and maintaining data accuracy in the Complaints Monitoring databases.
Responsibilities
- Coordinate case reviews with FOS and DOI, ensuring responses meet regulatory deadlines.
- Negotiate and discuss complaints with FOS, managing agents, coverholders, and complaint administrators to reach fair outcomes.
- Ensure Lloyd’s compliance with the FCA regulatory requirements and the UK complaints code.
- Oversee the handling of UK and US complaints, including monitoring and analysis of FOS cases.
- Conduct monthly quality audit checks for Governance and Investigation functions.
- Identify non‑compliance with complaint handling standards, escalating issues to the Management team.
- Maintain and update internal stakeholders on case progress and contribute to continuous improvement of complaint processes.
Qualifications & Skills
- Experience working independently with minimal supervision in a regulated environment.
- Strong negotiation, influencing, and diplomatic communication skills.
- Analytical ability to review complaint files, interrogate data, and identify discrepancies.
- Calm and objective under pressure when handling difficult complaints.
- Excellent time‑management to meet agreed standards and commitments.
- Knowledge of UK complaints code, international complaint handling requirements, and FCA regulations.
Diversity & Inclusion
Lloyd’s is committed to building a diverse, inclusive environment and offers equal opportunities for all candidates.
Contact Details:
CO1001 Corporation of Lloyd’s Recruitment Team
