Compliance and Complaints Officer

at  AXA XL

SHARE YOUR TALENT

We’re looking for someone who has these abilities and skills:

• Complaint handling expertise : Proven experience (minimum 2 years) of handling general insurance complaints, ideally across a broad range of products. Expertise in wholesale (e.g. P&C and specialty risks) insurance products is preferred, but additional products would also be of benefit. This experience should have been, at least partly, gained in an industry role for an insurer, coverholder, claims administrator or broker.
• Technical product knowledge: In addition to having handled complaints in these areas, you will be able to demonstrate detailed technical knowledge in support of your experience. This will include knowledge of set approaches to certain types of compliance issues and complaints, and understanding of aspects of different policy types and compliance issues relating to those products.
• Regulatory and market awareness : Whilst you will be operating as a Compliance and Complaints Officer, the AXA XL Compliance Team does so much more than handle complaints. You will need to demonstrate a strong understanding of operating compliance frameworks, the General Insurance Code of Practice, as well as knowledge of both the AFCA and ASIC complaint handling processes.
• Communications skills : You will have proven written and verbal communication skills, and be able to articulate detailed and complex issues in a clear and concise manner.
• Reasoning / negotiation skills : You will show a proficiency in investigating, drawing logical conclusions, and effectively articulating findings as well as a confidence in your knowledge and expertise. You should be able to present your findings whilst conveying your views of how a compliance issue should be resolved. You will be able to communicate and negotiate with people at all levels in order to ensure the correct case outcome is reached.
• Organisational skills : You will need to be pro-active, and capable of managing your own caseload; adhering to deadlines and quality standards when doing so.

• Handle complaints from AXA XL policyholders, including Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints;
• Manage relationships with internal and external stakeholders (e.g. coverholders and claims administrators) to ensure delivery of appropriate customer outcomes.
• Provide root-cause feedback to internal and external stakeholders, to ensure continuous business improvement is achieved.
• Maintain up to date complaint registers and complete all internal and external reporting (e.g. ASIC, AFCA) within the AXA XL Compliance Framework.
• Provide ad-hoc support to other members of the Legal & Compliance Team, including in relation to ad-hoc compliance tasks, the development of policies and procedures supporting the AXA XL Compliance Framework, and supporting projects and initiatives involving the Compliance team