DA Customer Support Specialist

Together, we engage with everything we have and are, to help humankind act braver and better.

About Great Lakes Insurance SE:

As specialty provider of primary insurance services in the UK, Great Lakes London Branch (“GLLB”) is a substantial part of Great Lakes Insurance SE in Munich. Our interlocked business model is to seize opportunities closely connected to the reinsurance core business and innovation opportunities, in our role as an integral part of the Munich Re Group. Great Lakes Insurance SE operates from its headquarters in Munich, and via branch offices in UK, Ireland, Switzerland, Italy and Australia. 

Great Lakes Insurance UK Limited (“GLLS”), regulated by Prudential Regulation Authority and the Financial Conduct Authority, is a fully owned subsidiary of Great Lakes Insurance SE and acts as the preferred facilitator of agency insurance business in the UK in the post-Brexit world.

About the role:

This role is responsible for assessing outsource service providers are delivering good customer outcomes through the application of the Great Lakes customer outcome monitoring framework.  It involves conducting customer support and understanding assessments across the customer journey and executing improvement plans. The role requires collaboration with Risk & Compliance, DA partners, and internal stakeholders to identify risks, improve service quality, and report findings to senior managers.

Key Responsibilities: 

• Support the implementation of the Customer Outcomes Monitoring Framework by organising a schedule of reviews of communications and services for products that fall within the scope of Consumer Duty.
• Evaluate that vulnerable customers are appropriately identified and considered at key points in the customer journey and that outsourced service providers are appropriately supporting customers with vulnerabilities.
• Undertake customer journey reviews, website reviews, and high frequency testing of sales journeys, for service quality and make recommendations to remove friction from customer journeys to enhance service quality.
• Evaluate communications (written and verbal) against defined standards, providing feedback and recommendations.
• Regularly test and sample customer communications for customer understanding, clarity, fairness, and compliance through high-frequency reviews. Test customer understanding of key documents (e.g. T&Cs, policy summaries, IPIDs, policy wordings).
• Support thematic and case-based reviews, escalating issues where required, including retrospective review for customer harms following regulatory interactions or as appropriate.
• Drive identification and mitigation of poor customer outcomes in coverholder, product, and claims arrangements
• Contribute towards the production of formal reports (e.g. Consumer Duty Report and updates on various plans).
• Support the assessment of the delegated partners Consumer Duty frameworks as part of the on-boarding process and ongoing oversight.
• Contribute where appropriate, to cross-functional initiatives (e.g. Consumer Duty Representatives Team, Virtual Client Teams, Data team).
• Undertake any other duties that fall within the remit of the Delegated Authority Conduct Management function, including activities arising through business developments, regulatory changes, or as reasonably requested by senior leadership and the business.

Competencies:

Nimble learning (we think big) – you actively learn by tackling new problems and trying out new solutions, quickly learning from both successes and failures.

Collaborates (we lead the ‘we’) – you work together with others in your team, the department and wider business (where relevant) to meet shared commitments.

Optimises work processes (we grow with our clients) – you know the most effective and efficient processes to get things done and are constantly assessing how they can be improved.

Resourcefulness (we care and dare) – you find a way to get things done with the best use of the resources available to you, knowing when to ask for support from others, but also offering your support to others where you feel your expertise, knowledge and skills can add value.

Communicates effectively (we are clear and authentic) – you communicate clearly and appropriately with your audience. You also share ideas, learn from others and keep stakeholders informed about progress, problems, opportunities and solutions, soliciting feedback along the way.

Key Skills & Experience:

• Experience of primary insurance products and services and experience with delegated authority is desirable.   

• Understanding of Consumer Duty, Vulnerable Customers & Product Governance regulation.
• Able to work independently, is organised and can prioritise workload

• Senior stakeholder management, report writing and presenting.   

Thought Leaders:

You will demonstrate inclusive behaviour and encourage your colleagues to play an active role in creating an inclusive culture as well.

You will treat your colleagues and sales and business partners fairly and with respect.

Regulatory & Conduct Requirements:

In addition to the responsibilities set out above, the role/function will also become responsible for:

• Ensure compliance with Insurance Distribution Directive
• Ensuring compliance with Munich Re’s Code of Conduct and the FCA Conduct Rules

Benefits: