Senior Insurance Claims Resolution Specialist

3 days ago

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

Company Overview: Chubb Insurance Australia Limited is a world-leading insurance provider with operations in 54 countries and territories. Our company assesses, assumes, and manages risk with insight and discipline, servicing and paying claims fairly and promptly.

Job Title: Senior Complaints and Customer Resolution Analyst

About the Role:

We are seeking an experienced Senior Complaints and Customer Resolution Analyst to join our team in Australia. The successful candidate will assist in investigating and resolving internal and external customer complaints and disputes regarding retail and wholesale policies for Australia and New Zealand.

Your Key Responsibilities:

  • Complex Case Management: Manage a variety of matters – including complex property and indemnity disputes, in an efficient and effective manner.
  • Stakeholder Liaison: Effectively liaise with AFCA/FSCL where appropriate.
  • Collaboration: Collaborate with internal stakeholders (underwriting, claims, legal, and other teams) to gather necessary information for complaint resolution.
  • Negotiation and Mediation: Attend EDR Conciliation Conferences in order to reach negotiated settlements with customers/ their representatives.
  • Compliance and Determinations: Prepare IDR Determinations for the referral to the Disputes Resolution Committee (DRC) to assist in determining the outcome of both retail and wholesale disputes.
  • Record-Keeping and Root Cause Analysis: Maintain thorough and up-to-date records in respect of assigned complaints & disputes and conduct root cause analysis of complaints/disputes in order to identify ways to minimize complaints/disputes.
  • Business Insights: Participate in and lead discussions at internal meetings regarding current complaints and disputes to inform the business of the same and identify any possible breaches of relevant legislation, regulations and obligations by the business.
  • Compliance and Incident Reporting: Record and report Compliance incidents and breaches.

Requirements:

  • Tertiary Qualification: Tertiary qualification in law, commerce, accounting, business or similar.
  • General Insurance Experience: Minimum 8-10 years of General Insurance experience – (private practice legal experience / complaints and dispute resolution experience/ claims experience, preferably).
  • Proven Skills and Knowledge: 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.
  • Skill Set: Ability to solve complex problems, excellent verbal and written communication skills with a customer-first mindset, ability to multitask and adhere to deadlines, work autonomously and collaboratively, demonstrated time management and high level of organisational skills.

About You:

We are looking for an exceptional individual who can bring value to our team with their expertise in complaints and dispute resolution. If you have a proven track record in managing complex cases, stakeholder liaison, collaboration, negotiation, and mediation, we encourage you to apply.

Salary: $110,000 - $140,000 per annum depending on your experience

Benefits:

We offer a dynamic and agile environment where continuous development is encouraged throughout your career, locally and globally. You will also benefit from our flexible working approach, education assistance, health and wellbeing programs, and opportunities for career growth and professional development.

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