Manager, Enterprise Complaints

The Quality Control Enterprise Complaint Manager is responsible for overseeing the accuracy and effectiveness of the complaint management process. This role ensures that the customer complaints are handled promptly and in accordance with internal policies, regulatory requirements, and industry standards.

Key Responsibilities:

• Develop and implement quality control standards for complaint handling.

• Monitor and audit compliant records to ensure accuracy, completeness, and compliance with company policies and regulatory requirements.

• Analyze complaint data to identify trends and areas for process improvement.

• Collaborate with cross-functional teams to resolve escalated complaints.

• Create and maintain documentation, include reports, procedures, and findings from complaints.

• Stay updated on relevant regulations and industry developments to maintain an effective quality control complaint program.

Qualifications:

• Experience: 

  • Minimum 24 months of complaint leadership experience

  • Strong understanding of underwriting process and procedure

  • Compliance experience

  • Experience with regulatory departments and agencies

• Technical Knowledge: 

  • Strong understanding of complaint processes.

  • Strong knowledge of regulatory requirements related to complaints.

• Skills:

  • Excellent analytical and problem-solving skills.

  • Strong verbal and written communication abilities.

  • Proficiency in data analysis tools and complaint management software.

  • Exceptional attention to detail and organizational skills.

  • Ability to manage multiple projects and deadlines in a fast-paced environment.

• Collaboration: Proven ability to work cross-functionally with internal teams and external partners.

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures

*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.