Complaints & Customer Resolution Analyst

13 hours ago

Sydney, Australia Combined Insurance Full time

**Your Role**
You will assist in the investigation and resolution of internal and external customer complaints regarding retail and wholesale policies for Australia and New Zealand. As part of this role, you will assist with the reporting of incidents and breaches to ensure compliance in accordance with regulatory, industry, legal and company standards and requirement; as well as 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

    14 hours ago

    Sydney, Australia Chubb Full time

    **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...

  • Complaint Resolution Analyst

    2 days ago

    Sydney, Australia CMC Markets Full time

    Complaint Resolution Analyst Since launching in 1989, CMC Markets (CMC) has become one of the world's leading online financial trading businesses. CMC is listed on the London Stock Exchanges and serves retail and institutional clients through regulated offices and branches in 13 countries. CMC offers an award winning online and mobile trading platform,...

  • Complaints and Customer Resolution Administrator

    1 week ago

    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...

  • Complaints and Customer Resolution Administrator

    1 week ago

    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...

  • Analyst, Investment Data

    2 days ago

    Sydney, Australia AMP Limited Full time

    Purpose of the role The role reports to the Senior Analyst, Investment Data team and is responsible for supporting front office investment management processes, maintaining data integrity within core operational business systems, and continually improving services with Custodians, Administrators and Data Providers. The primary purpose of this role will be...

  • Complaint & Customer Resolution Manager

    2 days ago

    Sydney, Australia Chubb Full time

    **Your Role** You will lead our Australia & New Zealand complaints team and ensure the efficient and effective operation of the Complaint & Customer Resolution (CCR) Service in resolving customers complaints and disputes in compliance with Chubb’s internal framework and regulatory requirements. You will focus on delivering a positive customer experience...

  • Tech Support Analyst

    7 hours ago

    Sydney, New South Wales, Australia AMP Full time $60,000 - $90,000 per year

    If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking.For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into something even more...

  • Complaints Management Analyst

    2 days ago

    Sydney, Australia NAB - National Australia Bank Full time

    **Work type**: Permanent Full time **Location**: Aust - NSW Metro - **Work in this fast-paced environment and achieve positive customer outcomes**: - **We embrace diversity & inclusion at our core** **About You** As **Complaints Management Analyst**, you will be responsible for monitoring, assessing, analysing and/or evaluating processes and data....

  • Complaint Resolution Manager

    1 week ago

    Sydney, Australia CFS Full time

    Complaint Resolution Manager Are you ready to be part of an organisation that values expertise, passion and diversity? At CFS we know that the foundation of our success lies in our exceptional people. We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential. Our people...

  • Credit Analyst

    4 days ago

    Sydney, Australia AMP Full time

    Credit Analyst If you live in Australia or New Zealand, you've likely heard of AMP. But at a time when society is changing, we are too. We're now a nimbler business with new leadership and thinking. For us, these are exciting times. There's a real potential for big thinkers to help us redefine what financial services could be. And turn our legacy into...