Compliance & Customer Service Executive

Blue Insurance

Full Time

Position: Compliance & Customer Service Executive
Company: Blue Insurance
Location: Blanchardstown
Contact: Vilma Soumpasi
Contact Email:
Date Posted: 6th November 2019
Blue Insurance

Job Specification:


€30k – €35k




Blue Insurance are now on the look for an experienced Compliance and Customer Service Executive who will specialise in the area of Complaints & Dispute Resolution. As well as complaints and dispute resolution, you will be responsible for other areas of consumer protection.


Interested candidates must have strong financial services experience particularly focused on complaint handling/dispute resolution and mediation.


Work with

Two other Compliance and Customer Service Executives


Reports to

Head of Compliance


Direct Reports





Compliance / Complaints

  • Dealing with customer complaints; both verbal and written
  • Ensuring that customer complaints are accurately recorded and dealt with in accordance with the relevant complaints’ procedure
  • Ensuring a thorough investigation is carried out for all formal complaints and an independent review complete
  • Drafting complaint final response correspondence
  • Dealing with errors and breaches
  • Ensuring that errors/breaches are accurately recorded and dealt with in accordance with the relevant error/breach procedure
  • Completing analysis on complaints and errors to identify trends
  • Escalating issues/trends/re-occurring complaints/errors to the Head of Compliance
  • Make recommendation to prevent/mitigate/reduce complaints and errors
  • Ensure scripts used by the contact centre meet with all regulatory/consumer protection requirements
  • Review and sign-off new or amended scripts
  • Manage all consumer facing correspondence including new business, renewals and mid-term alterations
  • Other duties as required by the Compliance Department




Knowledge and Experience

  • Minimum 2 years’ experience handling complaints for a financial service provider, insurance sector preferred
  • Experience in the Irish and UK Insurance market preferred
  • APA qualification Personal General Insurance essential.
  • CIP qualification a distinct advantage


Attributes and Competencies

  • Strong customer focus with a view to delivery fair outcomes for customers
  • Organised with excellent attention to detail
  • Professional phone manner
  • Must have very strong written communication skills and experience drafting complaint final response correspondence
  • Proficiency in Microsoft Word and Excel
  • Capacity to work independently and demonstrate initiative

Please respond with your Curriculum Vitae, in the strictest confidence, to:

Vilma Soumpasi
Blue Insurance
Plaza 255,
Blanchardstown Corparate Park 2,
Dublin 15