Morgan McKinley is partnering exclusively with a Global Insurance Provider who uphold an excellent reputation in Australia. The client is looking for an experienced Senior Complaints Analyst to join their high performing North Sydney team and report directly into the Head of Complaints and Customer Resolution.
In this high performing role, you will be responsible for ensuring that all customer complaints are investigated and resolved to a high standard and in a timely manner, all incidents and breaches are reported to the regulators and that compliance standards are upheld to industry standards. You will provide a consultative approach to customers to educate them on their policies and highlight internally any processes that can be improved.
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.
- Work across complex cases within insurance such as indemnity disputes, property claims or catastrophes.
- 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.
Skills & Experience:
- Hold a minimum of 5 years experience across General Insurance within a legal, complaints or resolutions role, preferably having worked on complex cases.
- A degree in law, business, accounting, commerce or another relevant field.
- Knowledge of relevant legislation and laws such as AFCA, Fair Insurance Code and the General Insurance Code of Practice.
- Solution orientated with the ability to work autonomously and adhere to deadlines.
- Excellent organisational skills with attention to detail and strong communication skills.
In return, you will join a high performing organisation where you'll own the resolution of retail and wholesale policy 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.
