Associate, Consumer Affairs Senior Analyst

The Associate, Consumer Affairs Complaint Analyst will be working in the dynamic Client Experience team supporting formal complaint review, investigation and response to both regulators and customers on behalf of institutional clients for Fortitude Life and Annuity Solutions (FLAS). This role reports into the Director, Consumer Affairs. This is a Hybrid role out of the Nashville TN Office.

What You Will Do:

• Research complaints from consumers and regulatory bodies for fair resolution.


• Facilitation with business areas to resolve and respond to both regulatory and non-regulatory complaints.


• Quality review of written correspondence


• Drafting accurate and thorough complaint response letters for complex to extremely complex complaints.


• Quality and content review of data entered into the Complaints Management System.


• Adherence to complaint file retention processes.


• Participate in departmental projects.


• Actively anticipate in problem solving opportunities.


• Review handling of complaint cases by Specialist colleagues.


• Drive and collaborate on Process Design.


• Drive exceptional execution and identify Improvements.

What You Will Have:

•  Undergraduate degree or equivalent experience.


• 5+ years of life insurance operations and compliance experience required.


• Experience with a compliance and/or insurance operations related function in a corporate environment preferred but not required.


• Experience with quality review of written correspondence required.


• Customer-focused mindset.


• Excellent communication skills, both verbal and written.


• Ability to research and resolve escalated customer issues.


• Ability to collaborate with multiple stakeholders to identify root cause of issues.


• Background in handling challenging circumstances.


• Can maintain a high level of customer service within a fast paced, deadline driven environment using strong time management skills.


• Comfortable with ambiguity and self-directed.


• Extraordinary attention to detail, accuracy and quality.


• Experience with technology tools to leverage for processing improvements.


• Knowledge of Life & Annuity products/systems required.