Specialist of Complaints Management at Insurance Authority Saudi Arabia

Riyadh, Riyadh Region, Saudi Arabia -

Full Time

Start Date

Immediate

Expiry Date

03 Aug, 26

Salary

0.0

Posted On

05 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaints Management, CRM, Case Resolution, Root-Cause Analysis, Data Integrity, Stakeholder Communication, Regulatory Compliance, Reporting & Dashboards, Quality Assurance, Audit Support, Consumer Protection, Triage

Industry

Insurance

Description

Job Overview This role is conducted within the vision, mission, and strategic plan of the Insurance Authority. The Specialist of Complaints Management ensures every consumer grievance is systematically captured, validated and progressed within agreed service levels, regulatory frameworks and organizational quality standards. Reporting to the Manager of Complaints Management, this role will coordinate multi-functional fact-finding and stakeholder communications to drive timely, customer-centric case resolution. The position safeguards data integrity by maintaining audit-ready digital files and producing actionable dashboards that illuminate root-cause trends and performance against targets. Through disciplined compliance, analytical reporting and knowledge-base enhancements, the specialist underpins continuous improvement initiatives that elevate consumer confidence and enterprise risk posture. Responsibilities and Tasks * Receive and accurately log all complaints received via phone, email, social media and self-service portals into the approved CRM, applying the correct category codes, time stamps and priority levels outlined in the Complaints Management SOPs. * Validate submitted forms and evidence, proactively contacting complainants to clarify details or obtain missing documentation required for effective triage. * Conduct initial fact-finding by coordinating with contact-centre agents, product specialists and external partners to gather statements, service records and supporting evidence. * Compile clear case summaries with recommended next actions and forward them to the Manager of Complaints Management for approval or escalation, adhering to the established escalation matrix. * Track open actions against service-level targets, sending timely reminders to accountable owners and updating customers on progress through approved communication templates. * Maintain complete, audit-ready electronic case files, ensuring all correspondence, approvals and evidence are uploaded to the enterprise content-management repository. * Generate weekly and monthly dashboard reports that highlight volumes, root-cause trends and ageing analysis to support management review and continuous-improvement initiatives. * Review each closure pack against Consumer Protection Policy, regulatory guidelines and ISO-based quality checklists, documenting any deviations and flagging them to the Quality Assurance Lead. * Support internal and external audits by retrieving requested records, explaining applied procedures and correcting data anomalies identified during sample checks. * Capture lessons learned, update standard response templates and contribute to the knowledge base to improve first-contact resolution and reduce repeat complaints. * Participate in team huddles, calibration sessions and after-action reviews, sharing insights to refine processes and enhance customer-experience metrics. * Perform other job duties as assigned. The Insurance Authority (IA), the insurance regulator of the Kingdom of Saudi Arabia was established by royal decree No. 85 dated 28/01/1445 H. IA has a clear mandate to become the dedicated regulator for the Kingdom’s insurance sector. The IA aims to regulate, supervise and control the insurance sector in the Kingdom in a way that supports and enhances its effectiveness, works to develop insurance awareness, protect the rights of the insured and beneficiaries, stabilize the insurance sector, contribute to financial stability, promote and develop the insurance sector, and work to consolidate the principles and pillars of the insurance contractual relationship. The Talent Acquisition at IA is dedicated to attracting and hiring talented individuals who share our commitment to excellence and innovation. We ensure an efficient and candidate-friendly hiring process, offering timely responses and a seamless experience. Our team is committed to fostering a diverse and inclusive work environment, where every new team member can thrive and contribute to our success. Join us to be part of a dynamic organization that values growth, collaboration, and continuous development.

Responsibilities

The specialist is responsible for systematically capturing, validating, and resolving consumer grievances while maintaining audit-ready digital files. They coordinate multi-functional fact-finding and produce analytical dashboards to identify root-cause trends and improve service levels.