Complaints Administrator

**Complaints Administrator (M/F/d)* **(M/F/d)****:
**Company**
Great Lakes Insurance SE
**Location**
Munich, Germany

As a specialty provider of primary insurance services Great Lakes Insurance SE (GLISE) with its branches in the UK, Australia, Switzerland, Italy and Ireland and its newly founded subsidiary in the UK, is an integral part of Munich Re Group and an important enabler for Specialty Insurance Business (GSI - Global Specialty Insurance) closely connected to Munich Re’s reinsurance core business.

This role is responsible for the proper and timely management and monitoring of complaints received about insurance contracts written by Great Lakes establishment in Italy. They will join the Complaint Management Function and coordinate with third parties to ensure complaints are received, recorded, investigated & answered according to IVASS regulation and internal procedure. They will work closely with Great Lakes EU Complaint Manager and outsource providers to identify and document issues causing complaints

**YOUR JOB**
- Ensuring that information to complainants is clearly show in all relevant documentation as per IVASS/EIOPA guidance
- Accurately capture, classify and route complaints into the complaint management system
- Involving concerned departments and/or Intermediaries and/or third-party providers, in order to acquire useful information for the management of the Complaints
- Gathering and investigating all relevant evidence and information regarding the Complaint
- Draft timely, clear and complete responses for the Complaint Manager to sign
- Documenting reasons for complaints
- Assessing the nature of the complaint, establish what product and which third parties are involved and make arrangements to receive information that supports the assessment of the complaint.
- Evaluating the information gathered and ascertain the grounds of the complaint in order to decide to either accept or reject the complaint and draft a reply clearly stating the investigation and reasoning for the grounds and send this to the Complaint Manager to sign.

**YOUR PROFILE**

Technical fit:

- Ideally primary insurance experience, ideally with background in delegated authority business
- Experience with the Italian and German regulator
- IVASS complaint and conduct standards knowledge.
- Insurance (or Financial Service) complaint handling and customer contact experience
- Desirable: EIOPA complaint and conduct standards knowledge

Strategic fit:

- The ability to prioritize and work to deadlines
- High level of independent working skills
- Passion to perform and willingness to take on responsibility; high level of commitment, team spirit, and an integrative personality
- Organized person
- Fluent German, Italian and English speaking & writing

**About us**

As the world's leading reinsurance company with more than 11,000 employees at over 50 locations, Munich Re introduces a paradigm shift in the way you think about insurance. By turning uncertainty into a manageable risk we enable fundamental change. Join us working on topics today that will concern society tomorrow, whether that be climate change, major construction projects, medical risk assessment or even space travel. Together we embrace a culture where multiskilled teams dare to think big. We create the new and the different for our clients and cultivate innovation. Sounds like you? Make it happen and be part of Munich Re.
- You will work in an environment where we think big: Change and culture are continuously role-modeled. We create and articulate a compelling and ambitious shared purpose, vision and direction. We pave the way towards success and see failure as learning
- You are going to experience that we care & dare: We are empathetic. We know when to lead and know when to let others lead. We attract, grow and coach future leaders
- We communicate in a clear & authentic way: We interact with a positive and humble spirit. We solicit feedback, ask and listen, learn and unlearn
- You will grow with your clients: Whatever our role, we support business, in an efficient and effective way, to create value for our clients. We embrace new ways of working leveraging digitalization to deliver solutions
- We lead the We: We have a passion for winning and growing as a team. We inspire people to be capable of joint performance. We create an inclusive environment where different thoughts, generations, cultures and experiences are valued and encouraged

**Münchener Rückversicherungs-Gesellschaft**

Laura Fuchs - HR Consultant
Königinstraße 107 - 80802 München - GERMANY