"Alerted.org

The Director of Consumer Affairs manages all written consumer-related complaints across the organization. Your role will involve the development and implantation of strategies that improve customer satisfaction and retention, resolution of written consumer complaints, maintaining compliance with insurance and consumer protection laws, and reputational management.

You will be primarily office-based, with an expectation that you will spend at least 80% (4+ days per week) working from the following location: Madison, WI 53783.

Position Compensation Range:

$128,000.00 - $216,000.00

Pay Rate Type:

Salary

_Compensation may vary based on the job level and your geographic work location._ _Relocation support is offered for eligible candidates._

Primary Accountabilities

+ You will direct research of state statutes regarding complaint handling, ensuring complaint handling procedures comply with statutes, establishing guidelines and procedures for handling insurance department and regulator, customer privacy, and other types of complaints for staff, ensuring compliance with state statutes.

+ Direct the development of guidelines for sensitive complaint situations as they develop.

+ You will lead the process for providing, coordinating, and monitoring complaint information provided during reconciliation process

+ Determine appropriate changes to complaint database to ensure compliance with state statutes for complaint handling and maintenance.

+ You will budget resources for complaint database changes, repairs, and support.

+ Perform management audits of complaint files to ensure appropriate handling and compliance with state statutes.

+ Create a collaborative, performance-driven work environment by promoting trust, transparency, and inclusion. You will work with team members to set clear goals, provide feedback, perform performance assessments, and support ongoing development.

+ Lead with influence and expertise. Contribute to division or department leadership team. Communicate and support organization mission, vision, values and policies.

Specialized Knowledge & Skills Requirements

+ Demonstrated leadership skills

+ Demonstrated experience providing customer-driven solutions or support

+ Demonstrated experience in consumer or customer relations administration with experience in regulatory compliance

+ Demonstrated experience of thoughtfully working with people of diverse cultures, education, and backgrounds

+ Solid knowledge of property, casualty, life, health, business insurance and financial services with an and interpret technical insurance procedures, guidelines.

+ Experience with operations and the responsibilities performed by other divisions and departments

+ Solid knowledge of relational databases

Other Preferred Experiences:

+ Knowledge of the property & casualty insurance industry, including claims handling practices, sales, marketing, rating and underwriting

+ Expertise in change management and change communication

+ Experience building collaborative, relationships to guide agreement across different departments

+ Offer will be made contingent on the results of applicable background checks

+ Offer is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions

+ Our policy restricts consideration of applicants needing employment sponsorship (visa) to specialty occupations. Sponsorship will not be considered for this position

We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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