Senior Complaints Specialist
3 weeks ago
Chubb Insurance Australia Limited is a leading provider of commercial and personal property and casualty insurance. We are seeking an experienced Senior Complaints Specialist to join our team in Australia and New Zealand.
Your Role
As a Senior Complaints Specialist, you will be responsible for investigating and resolving internal and external customer complaints and disputes regarding retail and wholesale policies. You will work closely with internal stakeholders, including underwriting, claims, and legal teams, to gather necessary information for complaint resolution.
Your Responsibilities
- Manage complex property and indemnity disputes in an efficient and effective manner
- Liaise with AFCA/FSCL as required
- Collaborate with internal stakeholders to gather information for complaint resolution
- Attend EDR Conciliation Conferences to reach negotiated settlements
- Prepare IDR Determinations for the Disputes Resolution Committee
- Adhere to timeframes contained within the General Insurance Code of Practice and New Zealand Fair Insurance Code
- Maintain thorough and up-to-date records of assigned complaints and disputes
- Conduct root cause analysis to identify ways to minimize complaints and disputes
- Participate in and lead discussions at internal meetings regarding current complaints and disputes
- Identify any possible breaches of relevant legislation, regulations, and obligations
Qualifications
We are seeking a tertiary-qualified professional with a minimum of 8-10 years of General Insurance experience, preferably in private practice legal experience, complaints and dispute resolution, or claims experience. You should have a strong knowledge of Australian Insurance Laws, the General Insurance Code of Practice, Fair Insurance Code, AFCA regulations, and relevant legislative frameworks.
What We Offer
At Chubb Insurance Australia Limited, we offer a dynamic and agile work environment where continuous development is encouraged throughout your career. We also offer a flexible working approach, education assistance, dress for your day every Friday, promotion of health and wellbeing, and the option to enrol in the Chubb Limited discounted stock purchasing scheme.
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