Sr Associate, Consumer Affairs

Fortitude Reinsurance Company Ltd. (Fortitude Re) is one of the world’s leading providers of legacy reinsurance solutions. They work with the world’s leading insurance companies to help them execute comprehensive, transformational solutions for legacy Life & Annuity and P&C lines. Fortitude Re manages a general account of approximately $111 billion across life, annuity, and property & casualty insurance products. The company takes a long-term view on growth and is proud to be backed by a consortium of sophisticated institutional investors led by The Carlyle Group and T&D Insurance Group. Incorporated under the laws of Bermuda on January 1, 2017, Fortitude Re’s roots in the insurance industry and the experience of their leadership go back many decades. Fortitude Re’s leadership team has an average industry tenure of over 20 years, and an impressive track record of successfully managing the most complex legacy liabilities. Their deep insurance experience and proprietary risk modeling capabilities allow them to structure bespoke transactions that benefit both insurance companies and their policyholders. Fortitude Re continues to strengthen its ability to pursue further growth and provide innovative solutions for the global insurance industry.   Click here for more information about Fortitude Re.

The Consumer Affairs Manager is a key leader for the Client Experience Team. In this challenging and dynamic role, you will support Formal Complaint Management Research and Response. The responsibility of this leader will be to lead/manage and direct a team of analysts handling formal complaint review/response to customers and regulators on behalf of Institutional Clients for Fortitude Life and Annuity Solutions (FLAS). This role reports into the AVP - Client Experience.

What You Will Do:

• Lead and develop a team of consumer affairs representatives, including assessing incoming and retained talent, development, coaching and performance management.


• Provides coaching and direction on complaint case resolution and responses.


• Review letter drafts and edits them.


• Develops and/or revises departmental procedures.


• Oversees departmental reporting.


• Management departmental projects and initiatives.


• Lead Continuous Improvement ideation discussions and definition of improvement opportunities.


• Drive exceptional execution and identify improvements.

What You Will Have:

• Undergraduate degree or equivalent experience.


• Minimum of 5 years Life Insurance Operations and compliance experience required.


• Strong organizational and interpersonal skills.


• Strong analytical capabilities and problem-solving skills, with demonstrated experience leading problem-solving initiatives.


• Experience leading small teams of direct reports.


• Excellent research skills and detail oriented.


• Experience facilitating group discussions.


• Effective communication (verbal and written).


• Collaborative, reliable and eager to learn.


• Highly detail oriented with the ability to succeed in a fast-paced environment with shifting deadlines and priorities.


• Exceptional skills in Microsoft Office programs (including Word, Outlook and Excel).


• Life and Annuity Operations Experience, exposure to formal complaint management review/research a plus.


• Knowledge of Life & Annuity products/systems a plus.


• Knowledge of AI Tools and usage.


• Excellent Process Design Capabilities.


• Strong Analytical Skills.


• Ambitious and Career Driven.