Complaints & Customer Resolution Analyst (Fixed-Term Contract) at Chubb

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

04 Oct, 26

Salary

0.0

Posted On

06 Jul, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Complaints Resolution, Internal Dispute Resolution, External Dispute Resolution, Regulatory Compliance, Analytical Skills, Problem Solving, Written Communication, Verbal Communication, Time Management, Microsoft Outlook, Microsoft Word, Microsoft Excel, Root Cause Analysis, Stakeholder Management, Claims Handling

Industry

Insurance

Description

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 a world leader in insurance. 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 About the Role: Chubb is seeking a motivated and detail-oriented Complaints & Customer Resolution Analyst to join our Australia and New Zealand team. This is a great opportunity for someone who enjoys solving complex problems, building strong stakeholder relationships, and contributing to fair and effective complaint outcomes in a supportive and collaborative environment. You will play a key role in the investigation and resolution of internal and external customer complaints relating to retail and wholesale policies across Australia and New Zealand. From initial review through to final determination, you will apply sound judgement, maintain accurate records, and ensure matters are handled in line with regulatory, legal, industry, and company requirements. In this role, you will: * Investigate, analyse, and prepare determinations for Internal Dispute Resolution (IDR) matters across Australia and New Zealand; * Prepare External Dispute Resolution (EDR) responses for AFCA and FSCL, and liaise with these bodies where required; * Attend EDR conciliation conferences to help reach negotiated outcomes; Refer IDR determinations to the Dispute Resolution Committee (DRC) where appropriate; * Work with business units to support effective complaint handling; * Meet timeframes under the General Insurance Code of Practice, the New Zealand Fair Insurance Code, and ASIC RG 271; * Maintain accurate and up-to-date complaint records; * Identify trends, draft learning points, and conduct root cause analysis to help reduce complaints; * Identify and report potential breaches, compliance incidents, and matters that may present media or legal risk to Chubb.

Responsibilities

Investigate and resolve internal and external customer complaints for retail and wholesale policies across Australia and New Zealand. This includes preparing determinations for IDR and EDR bodies and conducting root cause analysis to reduce future complaints.