Director, Regulatory Exams and Complaints (Hybrid)

The Director of Regulatory Exams and Complaints works with state regulators and SROs to manage inquiries and examinations of PLICO and its insurance affiliates. The position will create and lead a consolidated Complaint Handling team to respond to Department of Insurance, Better Business Bureau, Attorney General and Consumer complaints on behalf of the Company.  This position will work across the organization to develop timely and accurate responses to complaints/inquiries/examination questions and present the company’s positon(s) regarding compliance with applicable rules, regulations and laws.  The position will manage all aspects of complaints, inquiries and examinations including data and document gathering, identifying gaps in production and organizing information to help explain the company’s policies, procedures and compliance activities. The position will work closely with the VP of Corporate Compliance, the CCO as well as in-house counsel to review and lead the drafting of responses and develop the company’s position to regulatory issues. 

Success in this role requires analytical and organizational skills, interview skills, efficiency, motivation, communication and writing skills, attention to detail, and the ability to independently handle multiple projects in time sensitive situations.  

• Effectively manage and coordinate regulatory inquiries of PLICO and affiliated insurance companies. Responsible to work directly with all necessary parties at the company to collect responses/information, research applicable laws and regulations and formulate responses to examination inquiries
• Lead and manage a team of associates responsible for regulatory examinations and complaint handling
• Respond to inquiries from regulatory bodies for information pertaining to insurance and/or securities activities and/or representatives
• Partner with the business and divisional compliance units when required regulatory filings must be submitted to designated regulators and coordinate filings in a timely manner
• Develop and implement strategies to effectively handle customer complaints, ensuring timely and satisfactory resolution
• Closely coordinate with the VP of Compliance, CCO and the Legal Department to identify potential areas of opportunity; work with the VP of Compliance, CCO and Legal Department to approach business during and post examination/inquiry/complaint and agree upon potential responses to manage liability
• Interact with industry peers and regulators to share and gather information related to emerging regulatory issues likely to be the subject of inquiries and/or examinations or that may otherwise impact the company
• Create and circulate regulatory report updates to keep management abreast of regulatory examinations/inquires/complaints, trends and emerging issues
• Be adept at coordinating other assignments, not listed above, as requested by the CCO or other senior leaders of the compliance and legal departments

• College degree, JD preferred (advanced degree, paralegal degree, industry designations such as LOMA and/or previous industry enforcement experience is a plus)
• 10 years of experience leading, in part or in whole, regulatory examinations and/or complaints in an insurance company or lesser experience in the insurance/financial industry mixed with some broader insurance industry experience
• Experience with life insurance and annuity products is a plus

• Strong organizational and communication (written and verbal) skills
• Critical thinking and analytical skills
• Effective interpersonal skills to work with diverse styles/cultures
• Strong computer research skills and investigative skills
• Ability to work effectively with people in all levels/areas of the organization
• Autonomous and self-driven but able to partner with others in a team environment
• Must have the ability to handle pressure and prioritize multiple competing projects
• Must be willing to work overtime as needed

Protective’s targeted salary range for this position is $90,000 to $150,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.

This position also offers additional incentive opportunities [through an annual incentive based on individual and Company performance] OR [through cash compensation as part of a sales incentive plan (SIP).

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