Complaints and Customer Resolution Analyst

**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.
- Tertiary qualification in law, commerce, accounting, business or similar is desired
- Knowledge of Financial Services regulatory compliance
- Demonstrated complaints resolution experience in the financial service industry, preferably within general insurance or external legal
- Analytical skills
- Ability to solve complex problems
- Solution focused individual with a resolution mindset approach
- Complaint/claims handling experience; Excellent verbal and written communication skills to understand information and communicate the issues and approach in a clear and concise manner
- Excellent attention to detail; Ability to multitask and adhere to deadlines and work in a changing environment
- Ability to work autonomously and collaboratively
- Highly organised and possess great time management skillsAbility to manage customer and stakeholder expectations

We offer you the opportunity to work as part of 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.