Complaints & Disputes Analyst

3 days ago

Sydney, Australia Chubb INA Holdings Inc. Full time

Chubb is the world’s largest publicly traded property and casualty insurer. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.

Chubb Australia is currently experiencing a period of accelerated growth, and as we continue to excel and make our mark in the local market, we are looking for high potential individuals to join our dynamic and fast paced team.

Your Role

The Complaints & Disputes Analyst will assist in the investigation and resolution of internal and external customer complaints and disputes regarding retail and wholesale policies for Australia and New Zealand. This will invovle commicating with both internal and external stakeholders. They will also assist with activities including the reporting of incidents and breaches to ensure compliance in accordance with regulatory, industry, legal and company standards and requirement. In addition to this they are responsible for providing specialist disputes, advice and ongoing maintenance and promotion of the Chubb risk and compliance framework for Australia and New Zealand.

**Your Responsibilities**:
Receive allocated complaints and disputes, then investigate, analyse and prepare determinations for Internal Disputes Resolution (IDR/ CCR Repsonses) in Australia and New Zealand;
Prepare External Disputes Resolution (EDR) responses to the Australian Financial Complaints Authority (AFCA) and the New Zeland Financial Services Complaints Limited (FSCL);
Liaise with the AFCA/FSCL where appropriate;
Attend EDR Conciliation Conferences in order to reach negotiated settlements with customers/ their representatives;
Prepare IDR Determinations for the referral to the Fispute Resolution Committee (DRC) to assist in determining the outcome of both retial and wholesale disputes;
Liaise with business units to coordinate and deliver effective handling of complaints and disputes;
Adhere to timeframes contained within the General Insurance Code of Practice and New Zealand Fair Insurance Code and ASIC RG 271;
Maintain thorough and up to date records in respect of assigned complaints & disputes;
Identify and draft ‘Learning Points’ in respect of issues, themes and trends arising from complaints & disputes for reporting purposes;
Conduct root cause analysis of complaints/disputes in order to identify ways to minimize complaints/disputes;
Identify any possible breaches of relevant legislation, regulations and obligations by the business;
Record and report Compliance incidents and breaches;
Identify and escalate complaints or disputes which may be a potentail media or legal threat to Chubb.

In addition to the duties and responsibilities set out in this position description, the employee shall carry out any other reasonable work-related requests made by the employer.

**Qualifications**:
Your Skills & Experience

Tertiary qualification in law, commerce, accounting, business or similar is desired;
Knowledge of Financial Services regulatory compliance;
Complaints and dispute resolution experience and/or industry experience within banking, finance, insurance or superannuation.

Analytical skills;
Ability to solve complex problems;
Solution focused individual with a resolution mindset approach;
Complaint/ claims handling experience;
Excellent oral and written communication skills;
Excellent attention to detail;
Ability to multitask and adhere to deadlines and work in a changing environment;
Ability to work autonomously and collaboratively;
Highly organised and possess great time management skills;
Ability to manage customer and stakeholder expectations; and

Proficiency in Microsoft Office Outlook, Word and Excel;
Chubb is committed to equal employment and celebrates individual differences by creating a workplace environment in which everyone feels welcomed, respected and valued. We offer you the opportunity to work as part of a dynamic and agile environment where continuous development is encouraged throughout your career, both locally and globally. Some additional benefits offered include a flexible working approach via our “My One Thing” initiative, education assistance, dress for your day every Friday, promotion of health and wellbeing (including discounted health insurance, daily breakfast and fresh fruit), and the option to enrol into the Chubb Limited discounted stock purchasing scheme.

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