Associate, Complaints Resolution

MLC Life Insurance. We have been protecting Australians for over 130 years. We respect the role we play in providing peace of mind for our customers, and we never lose sight of it.

**About the Role**:
The role is accountable to investigate and resolve complaints about MLC Life Insurance efficiently, fairly and reasonably; to contribute to insights that support continuous improvement of MLC Life Insurance products and services; and, through these accountabilities, to support MLC Life Insurance’s aim to be Australia’s leading and most trusted life insurer.

Your responsibilities include but are not limited to:

- Manage complaints (Product & Service - non claims) and disputes about life insurance efficiently, fairly and reasonably in accordance with legal, regulatory and MLC Life Insurance requirements, through all stages of investigation and internal and external dispute resolution to closure. This includes accountability for all communications and documentation in relation to complaints and disputes in the internal and external dispute resolution stages.
- Actively contribute to provision of regular, reliable, high value reporting and insight about life insurance complaints and dispute resolution. This includes accountability for the maintenance of complaints and disputes files and attending to all information management and reporting requirements for complaints and disputes.
- Conduct all interactions with customers, complainants, their representatives and advisers and other service providers in accordance with MLC Life Insurance’s requirements and standards.
- Conduct all interactions with the external dispute resolution schemes of which MLC Life Insurance is a member in accordance with MLC Life Insurance’s requirements and standards.
- Work proactively, co-operatively and effectively with all parts of the MLC Life Insurance business, and particularly with the Insurance Operations, Legal and MLC Wealth Resolve team.
- Support and contribute as required to MLC Life Insurance’s relationships with National Australia Bank entities, in relation to the conduct, progress and findings of life insurance complaints and disputes.
- Identify and work as required with management to realise opportunities to improve MLC Life Insurance products, service and operations.
- Proactively manage risk; meet all policy and compliance requirements; perform controls; adhere to Process and Procedures pertinent to role; and escalate events, issues or breaches as they are identified (risk accountability forms part of all roles, as everyone is responsible for managing risk and compliance).

**About You**:

- Minimum 3 years’ experience in life insurance management and/or life insurance complaints & dispute resolution.
- Proven ability to manage a case load effectively and consistently to meet or exceed KPI’s under challenging conditions
- Strong customer focus and drive to deliver for customers
- Ability to identify and contribute to continuous improvement opportunities
- Alignment to MLC Life Insurance values and to applicable professional/vocational standards
- Strong verbal & written communications IS A MUST
- Knowledge of MLCL products, processes, systems and assets

**Our Purpose**

MLC Life Insurance is one of Australia’s leading life insurance specialists and a member of the Nippon Life Insurance Group, one of the world’s leading insurers. We are guided by our simple purpose: ‘A Promise for Life’. We provide almost 1.2 million Australians with reassurance that they and their loved ones will be supported when they need it most. It’s a promise that provides peace of mind and helps them sleep at night.

Our purpose is supported by **Our Values** of **_Do What’s Right, Deliver Together, Make it Simple, Own it and Aim High_**. It’s how we work together and behave every day in every interaction with our customers, partners and each other that defines who we are.

**Our Strategy**

Our strategy puts our customers at the centre of our ambition to be Australia’s leading and most trusted life insurer. It is through the commitment, energy and talent of everyone at MLC Life Insurance, working together, that we make a positive contribution to the lives of our customers. To support all of us to be at their best every day, we offer a flexible, hybrid work environment centred on development, wellbeing, recognition and contribution.

With more than 1500 people nationally, we believe our success is built on the unique contribution of our people. Diversity and Inclusion is core to what we believe in and who we are. We aspire for everyone at MLC Life Insurance to feel valued and respected for who they are.

**Why Choose Us?**

At MLC Life Insurance, you will have the opportunity to:

- enjoy flexible, hybrid work options and an inclusive environment where everyone is respected and valued for who they are and their unique contribution
- embrace a culture of customer centricity and an ambition to be Australia’s leadi