Enterprise Complaints Analyst

Job Summary:

We are seeking an Enterprise Complaint Resolution Analyst to analyze, investigate, and resolve escalated customer complaints related to policy handling. This role requires collaboration with internal business partners to ensure fair, compliant, and timely resolutions while maintaining regulatory and company policy standards.

Key Responsibilities:

• Analyze customer complaints across multiple channels (mail, verbal, digital)
• Collaborate with cross-functional teams to validate complaints, research policy and claim details, and evaluate resolution options.
• Recommend and implement complaint resolutions in alignment with company policies.
• Communicate resolution outcomes professionally to customers, regulatory agencies, and other stakeholders via written and verbal communication
• Create statistical reports and track complaint trends to support process improvements.
• Draft clear and concise responses to complaints
• Recommend process changes to mitigate future complaints and improve customer experience.
• Maintain knowledge of state compliance regulations and industry best practices.
• Ensure timely resolution of complaints while aligning with legal, regulatory, and company requirements.
• Adhere to company policies, ethical standards, and operational procedures.
• Engage in team collaboration and meetings to enhance complaint resolution strategies.

Qualifications & Skills:

• 3+ years of full-time work experience in complaint resolution, risk management, or customer relations within the insurance or financial services industry.
• Strong analytical and problem-solving skills with the ability to assess complex complaints.
• Excellent written and verbal communication skills for professional correspondence and stakeholder interactions.
• Ability to multi-task and work effectively both independently and in a team-oriented environment.
• Knowledge of insurance policies, underwriting, claims processes, and regulatory compliance is a plus.

Annual Salary

$71,750.00 - $129,150.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Assistance
• Paid Training and Licensures

*Benefits may be different by location.  Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.