Complaints Officer

Proclaim DWF is looking for a Complaints Officer to work part time (3 days a week) in our Sydney office

The Complaints Officer will coordinate, investigate and respond to complaints relating to the claims management services of Proclaim DWF. This role will develop processes, procedures and strategies for a robust complaints handling process and use customer feedback to improve overall customer satisfaction.

The role requires a deep understanding of both Insurer & Coverholder / Underwriting Agent needs and quality/technical standards.  It will be responsible for responding to Insurer (Client), Coverholder / Underwriting Agent, Policyholder, Retail Broker complaints and feedback, resolving issues and providing excellent customer support.

Responsibilities:

Customer Service and Complaints Handling:

undertaking central responsibility for all complaints and managing of the internal dispute resolution process.

Responding to customer feedback and complaints, resolving issues and providing excellent customer support.

Responsible for managing complaints lodged by a Complainant to Lloyd's Australia IDR and / or AFCA.

Customer Feedback and Satisfaction:

Establish mechanisms to collect and analyse customer feedback and complaints regarding product or service quality.

Implement improvements based on customer feedback and complaints to enhance overall satisfaction.

Customer Service and Complaints Handling:

Provide support to the centralized peer review officer

Auditing and Compliance:

Support peer reviews, as required, to assess compliance with established quality standards.

Interface with external auditors and regulatory bodies as need to ensure compliance with industry regulations.

Working collaboratively with relevant team members and managers throughout the audit process.

Sharing appropriate feedback with relevant parties regarding audit findings in a timely manner.

Identifying and communicating any key patterns of knowledge/skill gaps or training needs and raising them with management in a timely manner.

Trouble shooting as required.

Customer Feedback Analysis:

Gathering and analysing customer feedback to identify trends, pinpoint areas for overall improvement, and enhance the overall customer experience.

Process Improvement:

Identify opportunities for process improvement throughout the organisation to enhance product or service quality and customer service procedures. 

Collaborate with cross-functional teams to implement process enhancements and monitor their effectiveness.

Quality Metrics and Reporting:

Define and track key quality performance indicators to assess the effectiveness of the quality management system.

Prepare and present regular reports to senior management, highlighting trends, areas for improvement, and corrective actions.

Training and Development:

Conduct training programs for employees to enhance their understanding of quality standards, processes, and procedures and customer service best practice.

Foster a culture of quality by promoting awareness at all levels of the organisation

Root Cause Analysis and Corrective Action:

Lead investigations into quality issues, identify root causes, and implement corrective and preventive actions as a result of learnings derived from customer feedback and complaints

Establish a robust system for documenting and tracking corrective actions to prevent recurrence.

Supporting the achievement of company goals and vision:

Supporting claim management teams in order to assist them to meet objectives and targets, including desired service levels

Provide support to the management team and individual team members as required

Bachelor's degree in a relevant field (e.g., Legal, Accounting, Commerce, Engineering, Quality Management, or a related discipline).

Experience in Insurance claims processing and auditing preferred as well as knowledge of insurance policies and regulation is also essential

Previous experience in customer-facing role and dispute resolution within the financial services industry is preferred      

Proven experience in quality assurance management, preferably in financial services

Strong knowledge of quality management principles, standards, and methodologies.

Excellent analytical, problem-solving, and decision-making skills.

Effective communication and interpersonal skills for collaboration with cross-functional teams and with regulatory bodies

Certification in quality management (e.g., ASQ Certified Manager of Quality/Organizational Excellence) is a plus.

Personal Attributes:

Strong leadership and team management skills.

Detail-oriented with a commitment to precision and accuracy.

Results-driven and focused on continuous improvement.

Ability to thrive in a dynamic and fast-paced environment.

Ability to work independently

Ability to work collaboratively with the centralized offshore Complaint & Compliance team

Ethical and committed to upholding the highest standards of quality and integrity

The ability to build rapport, empathize with complainants and manage difficult conversations is crucial

Skills Required:

Attention to detail

Strong communication verbal and written communication skills are essential for effectively communicating with complainants, colleagues and other stakeholders.

Ability to problem solve

Solid analytical ability

Curious nature

Time management and demonstrated ability to prioritise and multitask

Commercial nous

Computer skills

Relationship building

Experience in customer facing role and dispute resolution

At DWF, we deeply appreciate the significance of offering a comprehensive rewards package that extends beyond a basic salary. Our commitment is to ensure that each member of our team not only feels valued but is also duly rewarded throughout their tenure with us. Upon joining our organisation, you will have the opportunity to select from a diverse array of benefits, allowing you to carefully tailor a package that perfectly aligns with your individual needs and those of your family. In addition to our standard benefits, we offer a wide range of flexible benefits and robust well-being programs. 

Our recruitment process upholds the highest standards of fairness and engagement. It includes comprehensive interviews and, at times, a written assessment, an assessment day, or presentation. We aim to create a positive experience for all candidates and offer any adjustments or additional support.

DWF is a global legal business providing Complex, Managed and Connected Services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.