Complaints & Disputes Administrator

Chubb is the world’s largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.

Chubb Australia is currently experiencing a period of accelerated growth, and as we continue to excel and make our mark in the local market, we are looking for high potential individuals to join our dynamic and fast paced team.

Your Role

Assist in the investigation and resolution of internal and external customer complaints and disputes regarding retail and wholesale policies for Australia and New Zealand. This will involve communicating with both internal and external stakeholders and assisting 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 you will provide specialist disputes, advice and ongoing maintenance and promotion of the Chubb risk and compliance framework for Australia and New Zealand.

Your Responsibilities

Receive allocated complaints and disputes, then investigate, analyse and prepare determinations for Internal Disputes Resolution (IDR/ CCR Responses) in Australia and New Zealand;
Prepare External Disputes Resolution (EDR) responses to the Australian Financial Complaints Authority (AFCA) and the New Zealand Financial Services Complaints Limited (FSCL);
Liaise with the AFCA/FSCL where appropriate;
Attend EDR Conciliation Conferences in order to reach negotiated settlements with customers/ their representatives;
Prepare IDR Determinations for the referral 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 and disputes;
Adhere to time frames contained within the General Insurance Code of Practice and New Zealand Fair Insurance Code and ASIC RG 271;
Maintain thorough and up to date records in respect of assigned complaints & disputes;
Identify and draft ‘Learning Points’ in respect of issues, themes and trends arising from complaints & disputes for reporting purposes;
Conduct root cause analysis of complaints/disputes in order to identify ways to minimize complaints/disputes;
Identify any possible breaches of relevant legislation, regulations and obligations by the business;
Record and report Compliance incidents and breaches;
Support the compliance operations team where required in the provision of compliance training and guidance documents to employees.

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.

**Qualifications**:
Your Skills & Experience

Tertiary qualification in Legal studies or similar

Knowledge of Financial Services regulatory compliance would be beneficial

Sound analytical skills and ability to solve complex problems

Solution focused with a resolution mindset approach

Excellent oral and written communication skills

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 skills

Ability to manage customer and stakeholder expectations; and

Proficiency in Microsoft Office Outlook, Word and Excel

Chubb is committed to equal employment and celebrates individual differences by creating a workplace environment in which everyone feels welcomed, respected and valued. 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. Some additional benefits offered include 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.