Complaint Analyst Jobs in Indiana (NOW HIRING)

At WorldTrips, a proud member of the Tokio Marine HCC group of companies, we believe in more than just business-we believe in empowering our people. As a global leader in specialty travel medical and trip protection insurance, we are passionate about preparing travelers for the unpredictable while fostering a work environment where bold ideas and transformative solutions are valued at every level. Our mission, "To Be a Good Company," reflects our commitment to people and community, recognizing the importance of giving back and driving positive change.

We are proud to be named as a Top Workplace Winner for the past three years by IndyStar!Our renovated office, located in Carmel, IN, is only steps away from the Carmel City Center for shopping, dining, and entertainment.

This is a hybrid position (3 days in office), must be able to come into the Carmel, IN office

The Insurance Compliance Analyst, Regulatory is responsible for ensuring compliance with insurance and business practice regulatory requirements related to WorldTrips insurance products, including complaint response and management, contract support, product creation/filing, and advertising marketing review. Assists with monitoring regulations, auditing business processes, and provides general assistance to the WorldTrips Compliance department and business unit personnel as needed.

• Monitor and track state insurance laws, regulations, DOI bulletins, and regulatory guidance to ensure awareness of changes impacting complaint handling, consumer protection, and contractual obligations
• Assist with intake, tracking, investigation, and response to Department of Insurance (DOI) and Better Business Bureau (BBB) complaints in accordance with regulatory timelines and internal procedures
• Coordinate with internal business units (Claims, Underwriting, Quality Assurance, and Customer Service) to gather facts, documentation, and responses related to regulatory and consumer complaints, and legal inquiries
• Draft, review, and submit accurate and timely complaint responses to regulators and consumer agencies, ensuring consistency with policy terms, regulatory requirements, and company position
• Maintain and update complaint tracking systems, logs, and supporting documentation to ensure audit readiness and regulatory transparency
• Identify, document, and escalate complaint trends, root causes, and potential regulatory risks, recommending corrective actions or process improvements, in conjunction with the Claims and QA teams
• Track and assist with remediation of complaint-related findings, regulatory issues, and corrective action plans
• Support the development, maintenance, and execution of complaint handling policies, procedures, and controls
• Assist with the review and administration of WorldTrips contracts, agreements, and third-party arrangements to ensure alignment with regulatory, internal, and TMHCC Corporate requirements
• Partner with Legal and Compliance leadership to ensure contracts, litigation matters, consumer-facing materials comply with applicable insurance laws and consumer protection standards
• Conduct OFAC scanning
• Manage Compliance related projects
• Assist with the review and approval of product forms, endorsements, customer-facing content and marketing content to ensure accuracy, consistency, and adherence with business process and regulatory requirements
• Identify, document, and escalate compliance gaps, deficiencies, or risks recommending corrective actions
• Support regulatory examinations, internal audits, and market conduct reviews by preparing complaint files, summaries, and response materials
• Participate in compliance training and awareness initiatives related to compliance obligations
• Prepare compliance reports, metrics, and dashboards for management review

• Bachelors degree in a related field, or the equivalent education and /or experience
• Experience working with Insurance Products, Travel and Medical insurance preferred
• Familiarity with insurance regulatory bodies, state Departments of Insurance, and market conduct examination processes.
• Possess and have ability to apply knowledge of principles, practices, and procedures
• Solid written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy
• Advanced organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously
• Knowledgeable of industry changes, legal updates, and technical developments related to applicable area of the Company's business to proactively respond to changing business environment
• Intermediate proficiency and experience using Microsoft Office package (Excel, Access, PowerPoint, Word)

• Hybrid Schedule, 2 days work from home and 3 days in office (fully remote work not available)
• Strong learning culture with ongoing development opportunities
• Comprehensive medical, vision, and dental coverage, with eligibility beginning on your first day of employment
• Basic life and disability insurance
• 401(k) plan with 6% company match
• 20 days of PTO, two floating holidays, approximately 11 paid holidays, and volunteer time off
• Paid parental leave
• Access to our award-winning wellness program, including mental health services, fitness network membership, and a complimentary Headspace subscription
• Student loan matching program

If you are a motivated professional with the skills and experience to succeed in this role, we encourage you to apply and join our team. Join a team where your success is our priority!

WorldTrips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.

You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if the Company is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction or challenge the accuracy of the background report.

As an insurance company, we comply with certain federal, state and local laws such as the Violent Crime Control and Law Enforcement Act of 1994 (18 USC 1033(e)), which restricts our ability to employ individuals with certain types of criminal convictions. Where not restricted by law and for criminal history not covered by this law, the Company will consider qualified applicants with arrest or conviction history in compliance with applicable law.

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