Complaints & Customer Resolution Analyst

at  Combined Insurance

Chubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our employment opportunities. We are open to discussing workplace flexibility in all our vacancies, to ensure we can attract the best candidates and accommodate individual needs, differences, disabilities and working arrangements. Please let us know if you require any adjustments to the recruitment process so we can support you to present your best self.
Chubb is the world’s largest publicly traded property and casualty insurance company. With operations in 54 countries and territories, 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. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 40,000 people worldwide. Additional information can be found at: www.chubb.com.

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.