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Deputy Complaints and Customer Resolution Manager
2 weeks ago
**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 Authority (AFCA), the Financial Services Complaints Ltd in NZ (FSCL), and third-party providers who are managing complaints on behalf of Chubb as well as working closely with internal stakeholders within claims, underwriting, legal, risk and compliance in relation to complaint trends and improvement opportunities.
**Your Responsibilities**
- Assist with the effective management of Chubb’s CCR Service unit in line with Chubb’s internal framework and in compliance with regulatory requirements asset out in the General Insurance Code of Practice (GICOP), ASIC’s Regulatory Guide 271 (RG 271) and the Fair Insurance Code (FIC).
- Assist in the management and development of case analysts in the CCR Service.
- Review and approve draft responses prepared by the case analysts to ensure responses address all concerns raised by the complainant, are professional and comply with regulatory requirements.
- Develop, implement, and maintain quality assurance (QA) standards for the complaints handling process.
- Conduct regular QA audits of the case analysts to identify areas of improvement and provide feedback to the case analysts on their performance.
- Assist in ensuring the CCR Service meets internal and external KPIs and timelines.
- Work with the Head of CCR to provide quality feedback to senior management and business/support units in relation to business improvement opportunities identified in the course of investigating and determining complaints.
- Regularly meet with business/support units to discuss improvement initiatives identified through the investigation of complaints.
- Adopt a customer focussed approach to managing complaints and disputes and promote this cultural approach throughout the CCR Service and Chubb.
- Work with the Head of CCR to monitor and report to senior management and the Board of Directors on complaint trends, learning points and business improvement opportunities and identify and report on any systemic incidents and breaches.
- Work with the Head of CCR to oversee and assure quality in relation to the output of the CCR Service and investigate and implement customer feedback mechanisms.
- Liaise with third party providers who have been authorised by Chubb to manage complaints and monitor their compliance with any internal or external regulatory requirements.
- Liaise with AFCA and FSCL in relation to complaints.
- Be a formal link between the CCR Service and Compliance to provide feedback for incidents and breaches.
- Assist in advising on potential remediation programs, where issues have been identified.
- Continue to attend to tasks, as outlined for the ‘Senior CCR Analyst’ (where required), within the meaning of, and as outlined in, the Chubb’s internal framework.
**What we're looking for**:
- Legal Tertiary qualifications
- 3-5 or more years of legal experience in handling complaints and disputes, preferably in insurance or financial services.
- Experience in managing a team.
- Sound knowledge of Australian and NZ financial services legislation, regulation and the GICOP, RG 271 and the FIC.
- Excellent communication skills and ability to manage and deliver upon the expectations of senior management.
- Highly developed planning, organisation and time management skills.
- Attention to detail, ability to analyse data and identify trends.
- A focus on the customer, providing superior customer service and resolutions to complex complaints.
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.
