Join RSA and make a difference every day. 

 Whether you are just beginning your career or looking to take the next progressive step in your journey, RSA Insurance Ireland is an organization where you can be yourself, learn and develop and a place where your ideas and contributions matter.  

With offices in Belfast, Galway, and Dublin, we have embraced hybrid work empowering our people to work flexibly and to suit their individual needs, which enables them to deliver great service to the customers we look after every day. Our Dublin office is also home to our sister-company 123.ie.        

At RSA and 123.ie we empower our customers to make a difference in their lives. And the same goes for our employees. We are proud to have 32 different nationalities represented in our workforce. Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas. 

 As proud member of the Intact family, we’re part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $21 billion of total annual premiums. 

We want you to thrive and grow with us – and we’ll give you all the tools, flexibility and learning opportunities you need to do it.

 And, if you bring your best, then we promise to give you, our best. 

Culture and Community 

 RSA is a purpose-driven business – our purpose is to ‘help people, businesses, and society prosper in good times, and be resilient in bad times’.  

 We do that by living our values – Integrity, Respect, Customer-driven, Excellence, and Generosity – in everything that we do. 

 We provide an open and honest workplace – where everybody contributes, and every view is listened-to and respected.  

 Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. We’re also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner.  

Our stats don’t lie… in our annual engagement survey  

87% of our people celebrate the diversity in their teams and the wider company  

90% of our people feel safe to speak up and share if they’ve made a mistake  

91% of our people feel valued and respected by leadership  

89% of our people are benefiting and thriving through our hybrid working model 

Motor Damage Claims Complaint Specialist

A Claims Complaint Specialist role involves supporting the Motor Damage Claims Team to achieve operational and quality targets in respect of claims complaint handling.

You will assist in the following areas: investigating, resolving, and responding to customer complaints with adherence to regulatory requirements.

You will also provide quality assurance, training, coaching & development of the motor damage teams by providing constructive feedback, recommending, and assisting in the implementation of standards to deliver on customer service and quality excellence.

 You will liaise directly with other departments to discuss how processes, products and systems can be improved to benefit the customer and the business.

Key Responsibilities:

• Investigating, resolving and responding to customer complaints with adherence to regulatory requirements
• Guiding and coaching team members to increase professional and technical capability in respect of problem solving.
• Improving customer service and quality standards.
• Working closely with managers and other supervisors to effectively implement change and strategy to deliver agreed business benefits.
• Assisting in identifying key trends.
• Collaboration with the Training and Quality team to continuously improve the training programmes and identify any training needs
• Supporting the Team Manager to ensure all relevant aspects of CPC regulations are strictly adhered to.
• Ensure key SLAs are met within the team
• Create an environment of learning and development to ensure our customers receive an informative & professional experience.

Requirements:

• APA Qualified working toward CIP
• 1-2 years experiences handling motor damage claims.
• Based in Galway office or via hybrid working.
• To demonstrate a real passion for proactive problem solving and providing excellent customer service
• Independent thinker, team player, strong organisational skills
• Excellent time management skills - ability to multi-task and make priority-based decisions.
• Strong negotiation and mitigation skills
• Proven ability to work to regulatory timelines. 
• Confident in providing constructive and solution focused feedback to Team managers.

Regulatory Requirements:

• This role falls within scope of the Minimum Competency Code (MCC) and includes a responsibility to directly manage or supervise other in-scope roles.
• This role is a "controlled function" as defined by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.  CF5,6,7&8 

RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected