What are the responsibilities and job description for the VP, Compliance - Complaint Resolution position at Global Atlantic?
About Global Atlantic
Global Atlantic is a leading provider of retirement security and investment solutions with operations in the U.S., Bermuda, and Japan. As a wholly-owned subsidiary of KKR (NYSE: KKR), a leading global investment firm, Global Atlantic combines deep insurance expertise with KKR’s powerful investment capabilities to deliver long-term financial security for millions of individuals worldwide. With a broad suite of annuity, preneed life insurance, reinsurance, and investment solutions, Global Atlantic, through its issuing companies, helps people achieve their financial goals with confidence. For more information, please visit www.globalatlantic.com.
Position Overview
The Compliance Vice President will lead the Complaint Resolution Team, managing complaint response processes and ensuring regulatory and internal standards are met. This role is responsible for team oversight, training, and serving as the primary point of contact for complaint-related policies and processes.
Key Responsibilities
Our employees are in the office 5 days per week in New York and 4 days per week in all other offices. If you have questions on this policy or the application process, please reach out to benefits@gafg.com
Global Atlantic reserves the right to modify the qualifications and requirements for this position to accommodate business needs and regulatory changes. Future adjustments may include obtaining specific licenses or certifications to comply with operational needs and conform to applicable industry-specific regulatory requirements, state and federal laws.
Global Atlantic is a leading provider of retirement security and investment solutions with operations in the U.S., Bermuda, and Japan. As a wholly-owned subsidiary of KKR (NYSE: KKR), a leading global investment firm, Global Atlantic combines deep insurance expertise with KKR’s powerful investment capabilities to deliver long-term financial security for millions of individuals worldwide. With a broad suite of annuity, preneed life insurance, reinsurance, and investment solutions, Global Atlantic, through its issuing companies, helps people achieve their financial goals with confidence. For more information, please visit www.globalatlantic.com.
Position Overview
The Compliance Vice President will lead the Complaint Resolution Team, managing complaint response processes and ensuring regulatory and internal standards are met. This role is responsible for team oversight, training, and serving as the primary point of contact for complaint-related policies and processes.
Key Responsibilities
- Ensure quality and completeness of complaint responses before issuance
- Monitor, track, and analyze complaint trends; produce monthly root-cause reports
- Train and mentor team members on products, policies, procedures, and best practices
- Deliver training on emerging complaint trends, product features, and response strategies
- Oversee resolution of Consumer, BBB, Attorney General, and regulatory complaints
- Maintain professional and objective communication with customers, agents, and internal stakeholders
- Partner with Operations to analyze complaints, identify trends, and implement process improvements
- Build strong relationships with internal partners, TPAs, and key operational stakeholders and leadership partners
- Set the tone for ethical conduct, accountability, and regulatory discipline
- Promote professional judgment, independent challenge, and appropriate escalation
- Prioritize customer outcomes and long-term risk management over short-term business considerations
- Empower, train, and hold teams accountable to supervisory and compliance expectations
- 5 years in life insurance and annuities preferred
- Compliance and operational expertise
- Exceptional written and verbal communication skills
- Strong organizational and analytical abilities with high attention to detail
- Ability to manage multiple priorities under pressure
- Sound judgment balancing customer needs and business objectives
- Bachelor’s degree or equivalent experience
- Strategic mindset and ability to influence outcomes internally and externally
Our employees are in the office 5 days per week in New York and 4 days per week in all other offices. If you have questions on this policy or the application process, please reach out to benefits@gafg.com
Global Atlantic reserves the right to modify the qualifications and requirements for this position to accommodate business needs and regulatory changes. Future adjustments may include obtaining specific licenses or certifications to comply with operational needs and conform to applicable industry-specific regulatory requirements, state and federal laws.