Customer Support Specialist

This job is with Munich Re, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Together, we engage with everything we have and are, to help humankind act braver and better.

About Great Lakes Insurance SE:

As specialty provider of primary insurance services in the UK, Great Lakes London Branch (“GLLB”) is a substantial part of Great Lakes Insurance SE in Munich. Our interlocked business model is to seize opportunities closely connected to the reinsurance core business and innovation opportunities, in our role as an integral part of the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, and via branch offices in UK, Ireland, Switzerland, Italy and Australia. 

Great Lakes Insurance UK Limited (“GLLS”), regulated by Prudential Regulation Authority and the Financial Conduct Authority, is a fully owned subsidiary of Great Lakes Insurance SE and acts as the preferred facilitator of agency insurance business in the UK in the post-Brexit world.

About the role:

This individual will perform assessment on customer support offered by Great Lakes outsourced service providers to ensure it meets the Financial Conduct Authority (FCA) Consumer Duty requirements. They will review communications and services against Great Lakes’ expected standards and make recommendations for remedial actions.

Key Responsibilities:

• Organise and complete assessments of the support provided by outsourced service providers who distribute and/or service products in scope of the FCAs (Financial Conduct Authority) Consumer Duty on behalf of Great Lakes.

• Specifically evaluate written and verbal communications against a set of standards to test that it meets the requirements. Feedback findings and recommendations, keep records and manage remediations through to conclusion.

• Keep records of assessments and provide management reports as requested.

• Identify opportunities for Great Lakes to meet the Consumer Principle (Principle 12) ‘A firm must act to deliver good outcomes for retail customers’ through assessments and monitoring remedial plans.

• Answer emails, phone calls and letters from customers, ensuring they receive the support they need and that the standards set out in the FCA’s Consumer Duty rules, and the Great Lakes Vulnerable Customers policy are met.

• Handle enquiries directly addressed to the Complaint Management Function. Identify and record any complaints and acknowledge the complaint within 5 days. Get in touch with internal and external third parties to gather information pertinent to the matters raised by the customer. Draft a response and coordinate with the Manager to reply with 8 weeks of receiving the complaint.

• Deputise for the Complaint Manager as required.

Competencies:

Nimble learning (we think big) – you actively learn by tackling new problems and trying out new solutions, quickly learning from both successes and failures.

Collaborates (we lead the ‘we’) – you work together with others in your team, the department and wider business (where relevant) to meet shared commitments.

Optimises work processes (we grow with our clients) – you know the most effective and efficient processes to get things done and are constantly assessing how they can be improved.

Resourcefulness (we care and dare) – you find a way to get things done with the best use of the resources available to you, knowing when to ask for support from others, but also offering your support to others where you feel your expertise, knowledge and skills can add value.

Communicates effectively (we are clear and authentic) – you communicate clearly and appropriately with your audience. You also share ideas, learn from others and keep stakeholders informed about progress, problems, opportunities and solutions, soliciting feedback along the way.

Key Skills & Experience:

• Insurance (or Financial Service) complaint handling and customer experience

• Passion to perform and willingness to take on responsibility

• Is committed, has team spirit and an integrative personality

• Able to work independently, is organised and can prioritise workload

• Excellent communication skills both verbal and written

Qualifications and Educational Requirements:

Degree level or the equivalent experience.

Thought Leaders:

You will demonstrate inclusive behaviour and encourage your colleagues to play an active role in creating an inclusive culture as well.

You will treat your colleagues and sales and business partners fairly and with respect.

Regulatory & Conduct Requirements:

In addition to the responsibilities set out above, the role/function will also become responsible for:

• Ensure compliance with Insurance Distribution Directive

• Ensuring compliance with Munich Re’s Code of Conduct and the FCA Conduct Rules

At Munich Re, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi-dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.

If you are excited about this role but your experience does not align perfectly with everything outlined, or you don’t meet every requirement, we encourage you to apply anyway. You might just be the candidate we are looking for!

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.