Morgan McKinley is partnering exclusively with a Global Insurance Provider who uphold an excellent reputation in Australia. The client is looking for a Complaints Analyst to join their high performing North Sydney team and report directly into the Head of Complaints and Customer Resolution. In this diverse role, you will communicate internally and externally to ensure that all customer complaints are investigated and resolved in a timely manner, all incidents and breaches are reported to the regulators and that compliance standards are upheld to industry standards. You will go above and beyond to provide educational advice to customers on their policies, provide an empathetic ear on difficult cases and report any process improvements internally.
This company values career progression and will provide a clear pathway for you to succeed and grow and as such, this role was created due to an internal promotion.
Responsibilities: Work closely with the regulators (AFCA, FSCL) to provide External Dispute Resolution responses in a timely manner. Investigate and decide on outcomes for Internal Dispute Resolution complaints across Australia and New Zealand. Ensure all files are up-to-date, effectively handled and stored and meet the standards of the General Insurance Code of Practice. Identify any breaches within regulations, legislations and compliance to ensure that all threats are dealt with. Liaise internally with business units to foster partnerships, ensure effective handling of complaints and champion risk management within the organisation. Skills & Experience: A degree in law, business, accounting, commerce or another relevant field. 3 years+ experience of providing complaints resolutions across the financial services industry (general insurance industry is desirable). Deep understanding of regulatory compliance within the financial services industry. Excellent organisational skills with attention to detail and the ability to take initiative and drive process improvements. A good communicator with the desire to foster relationships both internally and externally to manage expectations. In return, you will join a forward-thinking organisation where you'll take accountability for the resolution of complaints across Australia and New Zealand. With opportunities for continuous learning and professional growth, a flexible hybrid working model and a collaborative, supportive team environment. To apply for this role, please click the link otherwise please reach out to Hannah Sykes.
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