Complaints & Customer Resolution Analyst

Responsibilities

• Investigate, analyse, and prepare determinations for Internal Dispute Resolution (IDR) matters across Australia and New Zealand
• Prepare External Dispute Resolution (EDR) responses for AFCA and FSCL, and liaise with these bodies as required
• Attend EDR conciliation conferences to help reach negotiated outcomes
• Work with business units to support effective complaint handling and meet regulatory timeframes
• Maintain accurate and up-to-date complaint records
• Identify trends, conduct root cause analysis, and draft learning points to help reduce future complaints
• Identify and report potential breaches, compliance incidents, and matters presenting media or legal risk

Requirements

• Tertiary qualification in law, commerce, accounting, business, or a related field
• Knowledge of financial services regulatory compliance
• Experience in complaints resolution within financial services, ideally in general insurance or a legal environment
• Strong analytical and problem-solving skills with a solution-focused mindset
• Excellent written and verbal communication skills
• Strong attention to detail and effective time management
• Proficiency in Microsoft Outlook, Word, and Excel

Benefits

• Flexible working approach via the “My One Thing” initiative
• Education assistance and continuous development opportunities
• Health and wellbeing promotion, including discounted health insurance
• Dress for your day every Friday
• Option to enrol in the Chubb Limited discounted stock purchasing scheme

About the Company

Chubb is a world leader in insurance, providing commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients across 54 countries and territories.