Consumer Affairs Specialist
Sentry, Stevens Point, WI, United States
Serves as Sentry’s primary point of contact for the Department of Insurance consumer complaints and the internal resource for formal complaints generated through multiple channels.
This position will be seated in Stevens Point, WI – Home Office location under our hybrid work model.
What You’ll Do
Lead, coordinate, and support all aspects of the complaint processes, including deescalating consumer complaints using Sentry’s complaint system, evaluating the complaint to determine its nature, the business units impacted, and the documentation required to establish and support a position.
Leverage broad knowledge of insurance compliance and regulatory matters related to complaint handling requirements, securing necessary documentation from the related business area and ensuring sensitive and/or protected information is redacted appropriately.
Respond to questions from internal and external contacts, and draft and submit timely and accurate company responses to state insurance departments as required.
Partner with Legal and Compliance departments as needed to ensure accurate interpretation of laws are being cited when responding to complaints.
Develop and maintain positive and productive relationships with insurance regulators and internal business stakeholders, maintaining a high degree of confidentiality, professionalism, and customer service.
What It Takes
Bachelor’s degree or equivalent experience.
3+ years of related work experience; experience in Claims, Underwriting, or Regulatory Compliance strongly preferred.
Knowledge of insurance policies, coverages, claim payment procedures, underwriting guidelines, and state regulatory requirements strongly preferred.
Demonstrated ability to effectively interact with associates at various levels across an organization, including executives.
Demonstrated human relations skills, including dealing with frustrated or angry customers.
Extremely proficient writing and oral communication skills.
Ability to analyze and interpret complex and detailed documents such as contracts, medical reports, police reports, and state insurance regulations.
Ability to analyze, review, exercise judgment and make sound decisions.
Demonstrated time management and prioritization skills.
What You’ll Receive
Flexibility through a scheduled Hybrid work model: Monday and Friday work from home if you choose to, Tuesday through Thursday in the office.
In‑office workspace and materials for your home office, with equipment provided before your start.
Meal subsidy available for associates who report to an office.
401(K) plan with a dollar‑for‑dollar match on your first eight percent, plus immediate vesting.
Education and career development through Sentry University (SentryU) and a Tuition Reimbursement program.
Generous Paid‑Time Off plan and Volunteer‑Time off.
Group medical, dental, vision, life insurance, parental leave, and health and wellness benefits.
Wellness and Employee Assistance programs.
Sentry Foundation gift‑matching program to encourage charitable giving.
Equal Employment Opportunity
Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.
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This position will be seated in Stevens Point, WI – Home Office location under our hybrid work model.
What You’ll Do
Lead, coordinate, and support all aspects of the complaint processes, including deescalating consumer complaints using Sentry’s complaint system, evaluating the complaint to determine its nature, the business units impacted, and the documentation required to establish and support a position.
Leverage broad knowledge of insurance compliance and regulatory matters related to complaint handling requirements, securing necessary documentation from the related business area and ensuring sensitive and/or protected information is redacted appropriately.
Respond to questions from internal and external contacts, and draft and submit timely and accurate company responses to state insurance departments as required.
Partner with Legal and Compliance departments as needed to ensure accurate interpretation of laws are being cited when responding to complaints.
Develop and maintain positive and productive relationships with insurance regulators and internal business stakeholders, maintaining a high degree of confidentiality, professionalism, and customer service.
What It Takes
Bachelor’s degree or equivalent experience.
3+ years of related work experience; experience in Claims, Underwriting, or Regulatory Compliance strongly preferred.
Knowledge of insurance policies, coverages, claim payment procedures, underwriting guidelines, and state regulatory requirements strongly preferred.
Demonstrated ability to effectively interact with associates at various levels across an organization, including executives.
Demonstrated human relations skills, including dealing with frustrated or angry customers.
Extremely proficient writing and oral communication skills.
Ability to analyze and interpret complex and detailed documents such as contracts, medical reports, police reports, and state insurance regulations.
Ability to analyze, review, exercise judgment and make sound decisions.
Demonstrated time management and prioritization skills.
What You’ll Receive
Flexibility through a scheduled Hybrid work model: Monday and Friday work from home if you choose to, Tuesday through Thursday in the office.
In‑office workspace and materials for your home office, with equipment provided before your start.
Meal subsidy available for associates who report to an office.
401(K) plan with a dollar‑for‑dollar match on your first eight percent, plus immediate vesting.
Education and career development through Sentry University (SentryU) and a Tuition Reimbursement program.
Generous Paid‑Time Off plan and Volunteer‑Time off.
Group medical, dental, vision, life insurance, parental leave, and health and wellness benefits.
Wellness and Employee Assistance programs.
Sentry Foundation gift‑matching program to encourage charitable giving.
Equal Employment Opportunity
Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.
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