Compliance and Complaints Officer

3 weeks ago

Sydney, New South Wales, Australia AXA Group Full time
Job Title: Compliance and Complaints Officer

AXA XL is seeking a highly skilled Compliance and Complaints Officer to join our team in Sydney, Australia. As a key member of the Compliance Team, you will play a critical role in ensuring that our business operates in accordance with regulatory requirements and industry standards.

Key Responsibilities:
  • Handle complaints from AXA XL policyholders, including Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints;
  • Manage relationships with internal and external stakeholders to ensure delivery of appropriate customer outcomes;
  • Provide root-cause feedback to internal and external stakeholders to ensure continuous business improvement;
  • Maintain up-to-date complaint registers and complete all internal and external reporting 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.
Requirements:
  • Proven experience (minimum 2 years) of handling general insurance complaints, ideally across a broad range of products;
  • Expertise in wholesale (P&C and specialty risks) insurance products is preferred, but additional products would also be of benefit;
  • Technical product knowledge, including 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, including knowledge 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, including written and verbal communication skills, and the ability to articulate detailed and complex issues in a clear and concise manner;
  • Reasoning and negotiation skills, including the ability to investigate, draw logical conclusions, and effectively articulate findings, as well as a confidence in your knowledge and expertise;
  • Organisational skills, including the ability to manage your own caseload, adhere to deadlines and quality standards, and be proactive in managing your work.
About AXA XL:

AXA XL is the P&C and specialty risk division of AXA, known for solving complex risks. We partner with mid-sized companies, multinationals, and inspirational individuals to provide re/insurance solutions that reinvent the industry. Our innovative and flexible approach to risk solutions empowers us to deliver top client service across all our lines of business.

We're committed to inclusion and diversity, and we're looking for talented individuals who share our values and are passionate about making a difference in the industry.

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