We are currently seeking a highly skilled and professional Complaints Officer to join our team and contribute to our commitment to consumer protection and fair industry practices.Position SummaryThe Complaints Officer is responsible for managing and assessing complaints received against licensed individuals. This includes reviewing cases for jurisdiction, analyzing the nature and severity of complaints, and recommending appropriate actions, including investigation or resolution. The successful candidate will be an excellent communicator, highly organized, and possess strong analytical judgment.Key ResponsibilitiesReceive, review, and triage incoming complaints to determine jurisdiction and potential regulatory concerns.Assess and resolve lower-risk complaints where appropriate or escalate for investigation.Prepare documentation including complaint summaries, findings, and internal authorizations for investigative action.Maintain accurate and up-to-date records in case management systems.Prepare monthly statistical reports and assist with regulatory compliance tracking.Collaborate with compliance and legal teams as required.Identify opportunities for process and policy improvements.Stay up to date on changes in industry regulations, standards, and ethical expectations.QualificationsEducation: Degree or diploma in law, public administration, insurance, communications, business, or a related field.Experience:5–7 years in the insurance or regulatory sectorMinimum of 3 years handling complaints, compliance issues, or complex client service matters.RIBO CertifiedSkills:Outstanding communication skills (written and verbal).Strong analytical thinking and attention to detail.Ability to handle sensitive information with discretion and integrity.Proficiency in Microsoft Office, including SharePoint or similar document management systems.Comfortable working in a high-volume, deadline-driven environment.Preferred AttributesExperience in a regulated environment or with professional conduct investigations.Familiarity with administrative law, codes of conduct, or licensing frameworks.Ability to manage conflict with professionalism and impartiality.
