Senior Complaints Resolution Specialist

4 weeks ago

North Ryde, New South Wales, Australia Chubb Insurance Australia Limited Full time
Job Description

Chubb Insurance Australia Limited is a world leader in insurance, with operations in 54 countries and territories. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly.

The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Chubb maintains executive offices in various locations and employs approximately 40,000 people worldwide.

We celebrate diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our employment opportunities.

Your Role

Reporting to the Head of Complaints & Customer Resolutions (CCR), you 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.

Your Responsibilities
  • Manage a variety of matters – including complex property and indemnity disputes, in an efficient and effective manner
  • Effectively liaise with the AFCA/FSCL where appropriate
  • Collaborate with internal stakeholders (underwriting, claims, legal, and other teams) to gather necessary information for complaint resolution
  • Attend EDR Conciliation Conferences in order to reach negotiated settlements with customers/ their representatives
  • Prepare IDR Determinations for the referral to the Disputes Resolution Committee (DRC) to assist in determining the outcome of both retail and wholesale 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
  • Conduct root cause analysis of complaints/disputes in order to identify ways to minimize complaints/disputes
  • Participate in and lead discussions at internal meetings regarding current complaints and disputes to inform the business of the same
  • Identify any possible breaches of relevant legislation, regulations and obligations by the business
  • Record and report Compliance incidents and breaches
Qualifications

Your Skills & Experience

  • Tertiary qualification in law, commerce, accounting, business or similar
  • Minimum 8-10 years of General Insurance experience – (private practice legal experience / complaints and dispute resolution experience/ claims experience, preferably)
  • Proven experience in handling complex general insurance claims/ complaints
  • Strong knowledge of Australian Insurance Laws, the General Insurance Code of Practice, Fair Insurance Code, AFCA regulations, and relevant legislative frameworks.
  • Ability to solve complex problems
  • Solution focused individual with a resolution mindset approach
  • Excellent verbal and written communication skills with a customer-first mindset
  • Excellent attention to detail and analytical skills
  • Ability to multitask and adhere to deadlines and work in a changing environment
  • Ability to work autonomously and collaboratively
  • Demonstrated time management and high level of organisational skills
  • Ability to manage customer and stakeholder expectations

We offer a dynamic and agile environment where continuous development is encouraged throughout your career, both locally and globally. We also offer 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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