Complaints Specialist

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 Booking.com, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, 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 sed with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits 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

As a Complaints Specialist, you’ll take ownership of the complaints identification and processing across all business verticals. You’ll play a critical role in ensuring customer concerns are managed with care, accuracy, and in compliance with FCA, ASIC, and evolving EU regulations.

Success in this role requires a detail oriented, customer first mindset. This position is accountable for the evaluation, assessment, and classification of inbound concerns to establish their urgency and regulatory significance. The successful applicant will facilitate precise documentation and efficient escalation to designated resolution squads, safeguarding both partner loyalty and adherence to global standards.

• Review incoming complaints across multiple channels (email, phone, web forms, social media, regulatory portals) to understand the root cause and core issue.

• Ensure complaint cases are logged, tracked, and responded to within defined service timescales.

• Maintain full compliance with FCA, ASIC, EU, DOI & internal complaint-handling regulations.

• Classify complaints based on urgency, operational impact, financial risk, and regulatory implications (e.g., legal threats, data privacy breaches, or vulnerable customer indicators).

• Identify complaint trends and root causes; work with relevant teams to implement preventative actions.

• Identify issues that could pose a business or regulatory risk

• Strong ability to quickly read through complex customer narratives, extract the core facts, and make objective judgments.

• Comfortable working with cross-functional teams and navigating complex issues.

• Experience managing complaint cases across multiple product lines or customer journeys desired.

• Prior exposure to regulated environments or customer remediation programs desired.

• Knowledge of claims or insurance operations strongly preferred.

• Strong attention to detail and ability to manage sensitive escalations professionally

• Customer first mentality to address issues with empathy and patience

• Ability to identify trends from data and escalate key risks

• Collaborative mindset with strong communication and influencing skills

• Confidence in decision-making under pressure

• A structured, proactive approach to documentation and process improvement

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 Work Environment - Our teams are remote.

• Wellnes Day - one day a month of time for yourself.

• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enable us to all become philanthropists through our peer recognition and rewards system.

• Social Initiatives - pictures speak a thousand words!

Sounds 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.

By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application.  For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.