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Work Background
USAAQuality Assurance Specialist
Jul. 2023Colorado Springs, Colorado, United States
USAAAdvocacy Advisor
Jul. 2010 - Jul. 2023RemoteIdentifies and manages existing and emerging risks that stem from business activities and the job role. Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled. Follows written risk and compliance policies, standards, and procedures for business activities. -Serves as primary resource to handle and resolve all P&C regulatory complaints and consumer complaints of a complex nature Examines the work performed by all levels of Claims and Service frontline and vendor partners for any regulatory errors, or process or service failures pertaining to a complaint. -Executes the end-to-end lifecycle to resolve logged complaints from regulators and consumers -Delivers outcomes verbally or written to regulators, complainants, and leadership. -Facilitates collaboration among stakeholders (e.g., Business SMEs, Legal, Compliance, etc.) to apply proficient knowledge of products, services, and processes to serve as a subject matter resource and advocate in the resolution of moderately complex complaints. Conducts research, delivers resolutions verbally or written to complainants, leadership, and/or regulators.
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