Customer Complaints Executive (Insurance)

Join <Booking.com> as a Customer Complaints Executive (Insurance) and take ownership of customer complaints related to our insurance products. You will investigate cases end-to-end, engage with multiple stakeholders, and deliver accurate and compliant responses. This role requires empathy, analytical thinking, and a strong understanding of insurance processes. You will work as part of a small, collaborative team and contribute to process improvements.

• Prendre en charge les plaintes des clients concernant les produits d'assurance, en menant des enquêtes approfondies et en collaborant avec plusieurs parties prenantes pour atteindre des résultats justes et rapides.
• Appliquer un jugement éclairé et une solide compréhension des processus d'assurance pour fournir des réponses précises, transparentes et conformes aux exigences réglementaires.
• Identifier les causes profondes des plaintes et contribuer aux initiatives d'amélioration continue des processus, en partageant la responsabilité du succès global de la fonction de traitement des plaintes.

• Fluent in English, verbal and written
• At least one year experience in handling complaints in a regulated environment
• Independent worker with excellent organisational and time management skills who can handle a varied caseload through multitasking and prioritisation
• Strong investigative and analytical skills, capable of identifying root causes and making sound, evidence-based decisions
• High level attention to detail with the ability to think outside of the box to find creative solutions that meet the needs of our regulators, customers and business
• An active listener who can demonstrate emotional intelligence and empathy on a daily basis
• Competent user of digital tools and systems, including case-management platforms and Google Workspace (Docs, Sheets, Slides)
• Strong written and verbal communication skills, with the ability to explain complex information clearly, confidently, and with empathy
• Decision-making and problem-solving skills, which are linked to excellent ownership and accountability
• Experience handling complaints within insurance is strongly preferred
• Experience within financial services or another regulated environment would also be valuable
• A good technical understanding of insurance products, such as claims handling, policy wording, and coverage decisions
• Experience using or adapting AI tools to streamline daily tasks and improve efficiency
• Fluency in another language (spoken and written)
• CII Level 3 Qualification