Complaints Analyst

1 month ago

Sydney, New South Wales, Australia AXA Group Full time

Compliance and Complaints Officer

Sydney, Australia

As part of the AXA XL Compliance Team, you will be responsible for helping us deliver fair and reasonable customer outcomes, across a wide range of products provided to a broad spectrum of policyholders in Australia. Whilst supporting the business commercially, the Compliance Team acts as the point of contact for all compliance and complaint issues arising within our business, including within our coverholder and TPA/claims administrator network. As a Compliance and Complaints Officer sitting within the Compliance Team, you will use your knowledge and expertise in compliance issues and complaint handling, as well as regulatory requirements, to help AXA XL achieve its goals and to ensure our policyholders are treated fairly in all circumstances.

DISCOVER your opportunity

What will your essential responsibilities include?

Handle complaints from AXA XL policyholders, including Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints;Manage relationships with internal and external stakeholders (e.g. coverholders and claims administrators) to ensure delivery of appropriate customer outcomes.Provide root-cause feedback to internal and external stakeholders, to ensure continuous business improvement is achieved.Maintain up to date complaint registers and complete all internal and external reporting (e.g. ASIC, AFCA) within the AXA XL Compliance Framework.Provide ad-hoc support to other members of the Legal & Compliance Team, including in relation to ad-hoc compliance tasks, the development of policies and procedures supporting the AXA XL Compliance Framework, and supporting projects and initiatives involving the Compliance team.

You will be reporting to the General Counsel, Australia.

SHARE your talent

We're looking for someone who has these abilities and skills:

Complaint handling expertise: Proven experience (minimum 2 years) of handling general insurance complaints, ideally across a broad range of products. Expertise in wholesale (e.g. P&C and specialty risks) insurance products is preferred, but additional products would also be of benefit. This experience should have been, at least partly, gained in an industry role for an insurer, coverholder, claims administrator or broker.Technical product knowledge: In addition to having handled complaints in these areas, you will be able to demonstrate detailed technical knowledge in support of your experience. This will include knowledge of set approaches to certain types of compliance issues and complaints, and understanding of aspects of different policy types and compliance issues relating to those products.Regulatory and market awareness: Whilst you will be operating as a Compliance and Complaints Officer, the AXA XL Compliance Team does so much more than handle complaints. You will need to demonstrate a strong understanding of operating compliance frameworks, the General Insurance Code of Practice, as well as knowledge of both the AFCA and ASIC complaint handling processes.Communications skills: You will have proven written and verbal communication skills, and be able to articulate detailed and complex issues in a clear and concise manner.Reasoning / negotiation skills: You will show a proficiency in investigating, drawing logical conclusions, and effectively articulating findings as well as a confidence in your knowledge and expertise. You should be able to present your findings whilst conveying your views of how a compliance issue should be resolved. You will be able to communicate and negotiate with people at all levels in order to ensure the correct case outcome is reached.Organisational skills: You will need to be pro-active, and capable of managing your own caseload; adhering to deadlines and quality standards when doing so.

FIND your future

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don't just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at

Inclusion & Diversity

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.

At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That's why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It's about helping one another — and our business — to move forward and succeed.

Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globeRobust support for Flexible Working ArrangementsEnhanced family friendly leave benefitsNamed to the Diversity Best Practices IndexSignatory to the UK Women in Finance Charter

Learn more at AXA XL is an Equal Opportunity Employer.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our Sustainability strategy, called "Roots of resilience", focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We're committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.Addressing climate change: The effects of a changing climate are far reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We're training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting. AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL's "Hearts in Action" programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.

For more information, please see

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