Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
The Director, Compliance- Consumer Affairs is accountable for managing all aspects of Consumer Affairs matters ensuring compliance with regulatory and legal requirements. Responsible for resolving complex compliance issues, handling due diligence requests from Corporate Legal, Corporate Litigation, or other areas within the company. Creates and maintains various compliance procedures and protocols utilized by Consumer Affairs staff and business areas. Maintains effective working relationships with all levels of internal staff and management in business and corporate areas including the Executive Office and Enterprise Advocacy and externally with DOI's, Better Business Bureau, and other regulatory agencies.
This position will manage a team. Responsible for setting work objectives and goals for employees and managing their performance. Typically involved in compensation decisions. Employees have a formal reporting relationship to this job.
Primary Job Duties & Responsibilities
Oversees the Consumer Affairs unit to ensure efficient, accurate, timely intake, follow-up and closure of all enterprise complaints and maintains an appropriate escalation process for sensitive complaint matters; maintains procedures and protocols utilized by all consumer affairs staff involved in the handling of complaints.Determines changes and enhancements that are conducive to departmental strategy.Directs, develops and ensures effective implementation and communication of state-mandated methods and procedures.Develops and builds key relationships with business unit management and department of insurance regulators; represents the company with regulators and insurance industry at various trade, regulatory, and industry functions including the Insurance Consumer Affairs Exchange (ICAE) events.Responsible for managing Consumer Affairs staff, delegating priorities for core tasks and projects based on changing needs and adherence to business plan; serves as coach and mentor to staff providing product, forms, and systems guidance; conducts effective performance reviews, formulates development plans and provides ongoing feedback.Compiles quarterly and annual senior management reporting data; performs reasonability checks to ensure accuracy of data and manages accuracy of reports required for regulatory purposes and business needs.Assess complaint data and industry ratios to provide useful, actionable metrics for management and business areas; manages and reconciles complaint information for yearly submission of Market Conduct Annual Statement (MCAS).Manages all aspects of the functionality and operation of the Consumer Affairs database that is also utilized by other business areas.Collaborates with market regulation staff relative to market conduct activities and proactive compliance audits.Conducts training and awareness programs and presentations to internal management on potential compliance exposures, best practices and areas of vulnerability.
Minimum of 7 years' experience with state jurisdictional guidelines, regulations, and procedures.
In-depth understanding of the relationships between financial, technical or operational risk and controls.
Education, Work Experience & Knowledge
Undergraduate or graduate degree in business or related field.
10+ years of experience in customer service, compliance, business, insurance, risk management, and or audit areas.
Solid knowledge of the insurance and regulatory environment.
Operates standard office equipment - Frequently Sitting (Can stand at will) - Frequently Standing - Occasionally Use of Keyboards, Sporadic 10-Key - Frequently
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
To apply for this position please CLICK HERE