Complaints Specialist

Remote - US West Coast
Customer – Complaints /
Regular - Full Time /
The Company  

Cover Genius is a Series E insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and, Intuit, Uber, HopperRyanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at AmazonFlipkarteBay, Wayfair and SE Asia’s largest company, Shopee. Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year.
Our team and products have been recognized with dozens of awards including by the Financial Times which ranked Cover Genius as the #1 fastest-growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commit itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are
Bold, Authentic, Purposeful and Inspired

Our People are not
Perfect, Traditional, Complacent or Cautious

About the role

As a Complaints Specialist on our Customer Team, you will handle complaints resolution within the established procedures, ensuring that customers receive a timely and accurate response to their complaints. You will be implement any complaint resolution process and will collaborate with the complaints team on process improvements.

To drive success in this role, you will have a strong attention to detail and you will ensure a positive customer experience through resolving their complaints. This also includes implementing improvements to increase the customer satisfaction and decrease any legal risk for the company.

Key Responsibilities;

    • Manage customer complaints proactively and ensure end-to-end resolution. In some instances, this includes calling customers and regulators
    • Ensure that any new regulations or processes are effectively implemented 
    • Ensure all complaints are managed within the company's target SLAs. 
    • Ensure that correspondence from the Ombudsman or other Regulatory body  is appropriately dealt with, that documentation provided is relevant, appropriate, and of high quality, and that responses are made within the required SLAs
    • Lead, prepare, and attend complaints meetings as needed.

What you will bring;

    • 2 years experience in all aspects of complaints handling
    • Adjusting licences in Hawaii, California and New York states are highly regarded
    • Experience fostering and developing key relationships with both external and internal stakeholders
    • Track record of advocating for customer solutions, the deep dive analysis of data and trends to ensure the positive resolution of the complaint
    • Excellent written and oral communication skills
    • Bachelor's degree, postgraduate degree and/or record of academic achievement is also desirable

$56,000 - $67,000 a year
Why Cover Genius?  

Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?  

• Flexible PTO. Taking time out is important for our teams to enjoy life and stay fresh.
• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.
• Social Initiatives - pictures speak a thousand words!

Salary Range  

The base salary range for this role is between $57,500 and $86,000. The total compensation package also includes equity, and the opportunity for additional earnings through our annual bonus or variable commission plans.

We believe in transparency, and this salary range bracket is designed to provide a clear understanding of the potential earnings associated with this role. Your skills and contributions are highly valued, and we look forward to welcoming you to our team.

Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat!

* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.