· Conducts review and investigation of L2/Complex cases that involve Life, Health, and General Insurance products and/or transactions, either Claim or Non-Claim Related· Facilitates direct communications to customers/complainants related to the L2/Complex case via standard business channels (i.e., calls, emails and or face-to-face, as needed)· Provide customer support through handling of transferred calls of customers/complainants with existing formal complaint cases from front line channels (e.g., Customer Care, etc.)· Liaise with and update identified internal business units involved in the L2/Complex case as needed.· Assess and recommend possible L2/Complex case resolution options for customers.· Approve case resolutions that involve processing costs based on assigned authority limits.· Facilitate required approvals to finalize case resolution(s) to be issued.· Facilitate after-resolution processing requirements of customers/complainants for execution of Company-approved case resolutions.· Provide additional support as necessary in cases escalated by customers to the Insurance Commission and other tribunals (if applicable)Qualifications· L2/Complex Case Management and Escalation Handling· Quality and Process Compliance· Productivity and Schedule Conformance Management· After-Resolution Processing· Additional Operational Support (SME and Company Representation, as necessary)
