
Complaints and Customer Resolution Analyst
2 weeks ago
**Your Role**
The Complaints & Customer Resolution Analyst will assist in the investigation and resolution of internal and external customer complaints regarding retail and wholesale policies for Australia and New Zealand. This will involve communicating 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 complaints advice and ongoing maintenance and promotion of the Chubb risk and compliance framework for Australia and New Zealand.
**Your Responsibilities**:
- Investigate, analyse and prepare determinations of complaints for Internal Dispute Resolution (IDR) in Australia and New Zealand;
- Prepare External Dispute Resolution (EDR) responses for the Australian Financial Complaints Authority (AFCA) and New Zealand’s Financial Services Complaints Limited (FSCL); Liaise with AFCA/FSCL where appropriate;
- Attend EDR Conciliation Conferences in order to reach negotiated settlements with customers/ their representatives;
- Refer IDR determinations to the Dispute Resolution Committee (DRC) to assist in determining the outcome of both retail and wholesale disputes;
- Liaise with business units to coordinate and deliver effective handling of complaints; Adhere to timeframes contained within the General Insurance Code of Practice. the New Zealand Fair Insurance Code and ASIC RG 271;
- Maintain thorough and up to date records in respect of assigned complaints;
- Identify and draft ‘Learning Points’ in respect of issues, themes and trends arising from complaints for reporting purposes; Conduct root cause analysis of complaints in order to identify ways to minimize complaints;
- Identify any possible breaches of relevant legislation, regulations and obligations by the business
- Identify and report Compliance incidents and breaches;
- Identify and escalate complaints which may be a potential 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.
-
Complaints And Customer Resolution Analyst
2 weeks ago
North Sydney Council, Australia Chubb Full timeComplaints and Customer Resolution Analyst Complaints and Customer Resolution Analyst Get AI-powered advice on this job and more exclusive features.Direct message the job poster from Chubb Chubb celebrates diversity by fostering an inclusive, flexible and equitable workplace.We support applications from all members of our community and equitable access to...
-
Complaints and Customer Resolution Analyst
4 weeks ago
North Sydney Council, Australia Chubb Full timeComplaints and Customer Resolution AnalystComplaints and Customer Resolution AnalystGet AI-powered advice on this job and more exclusive features.Direct message the job poster from ChubbChubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our...
-
Complaints and Customer Resolution Analyst
4 weeks ago
North Sydney Council, Australia Chubb Full timeComplaints and Customer Resolution AnalystComplaints and Customer Resolution AnalystGet AI-powered advice on this job and more exclusive features.Direct message the job poster from ChubbChubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our...
-
Complaints and Customer Resolution Analyst
2 weeks ago
North Sydney Council, Australia Chubb Full timeComplaints and Customer Resolution AnalystComplaints and Customer Resolution AnalystGet AI-powered advice on this job and more exclusive features.Direct message the job poster from ChubbChubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our...
-
Complaints and Customer Resolution Analyst
2 weeks ago
Sydney, New South Wales, Australia Chubb Full timeChubb celebrates 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. We are open to discussing workplace flexibility in all our vacancies, to ensure we can attract the best candidates and accommodate individual needs,...
-
Sydney, Australia Combined Insurance Full time**Your Role** This role will be part of the Complaints and Customer Resolution Service and provides support to the AU and NZ CCR Service with complaint registrations, data analysis and reporting and other administrative activities. The deliverables include measurable and time-bound activities, where demonstrating the ability to multi-task and prioritize...
-
Sydney, Australia Chubb Full time**Your Role** You will be responsible for assisting with the efficient and effective operation of the Complaints and Customer Resolution Service (CCR Service) in resolving customers’ complaints in compliance with Chubb’s internal framework and regulatory requirements. You will engage with external stakeholders such as the Australian Financial Complaints...
-
Customer Resolutions Insights Analyst
3 days ago
Sydney, Australia Bendigo and Adelaide Bank Full timeCustomer Resolutions Insights Analyst **Your new role with Bendigo Bank is just a few clicks away.** Position Description: PD - Customer Resolutions Insights Analyst - Aug 2024.docx As **Customer Resolutions Insights Analyst**, you will review and analysis data to help identify the key drivers of customer complaints and their root cause to enable the...
-
Sydney, Australia Chubb Full time**Your Role** This role will be part of the Complaints and Customer Resolution Service and provides support to the AU and NZ CCR Service with complaint registrations, data analysis and reporting and other administrative activities. The deliverables include measurable and time-bound activities, where demonstrating the ability to multi-task and prioritize...
-
Quality Analyst Customer Resolutions
2 days ago
Sydney, Australia Bendigo and Adelaide Bank Full timeQuality Analyst | Customer Resolutions **Your new role with Bendigo Bank is just a few clicks away.** Position Description: PD - QA Analyst.docx As **Quality Assurance Analyst**, you will be reporting to the Manager, Resolution Insights and Continuous Improvement. In this newly created role, you will conduct reviews of customer compliant files against the...