OVERVIEW
The Customer Service Feedback Team Lead is the administrator of all formal and informal
customer complaints not reported from governing agencies such as Department of Insurance or
the Attorney General's office.ESSENTIAL DUTIESThe essential duties for this role include, but are not limited to:Point of contact for triage of complaint orentaited inbound callsConfirms receipt and advises of complaint processContacts customer to advise of findings summaryTriages Feedback email inboxSubmits incoming complaints to QA for findings summary request through JIRACompose response letters and other requests from carriersCommunicate to multiple internal parties findings regarding complaint and possible client reimbursementCreate expense reports and communication letters for client regarding reimbursementInput complaints into Complaint Report, updates log as neededWorks with QA team to assure finding summaries are executed in a timely mannerCreate training and continuing education for handling of customer escalationROLE COMPETENCIESThe competencies for this role include, but are not limited to:InsightProblem SolvingEthics