Complaints Resolution Associate

North Shore & Northern Beaches
Insurance & Superannuation
$450 - $540 per day
Posted 21d ago
  • $450 - $540 per day
  • 5 Month Contract
  • North Sydney & WFH

About the Company
This Global Insurance Organisation is a market leader in what they do. Join this forward thinking company who values their people.

About the Role
This role is responsible for resolving customer complaints and internal disputes. You will have exceptional customer service skills and a background in Life or Retail Insurance.

You will be required to:

  • Investigate and effectively resolve complaints received
  • Manage expectations with customers and deliver on commitments made throughout the complaint resolution process
  • Provide clear written responses to customers outlining the businesses position
  • Ensure all regulatory/internal timeframes are adhered to
  • Recognise possible trends in complaint root causes (or potential systemic issues) and highlight potential process improvement or complaint reduction programs
  • Use effective call control to balance customer service and efficiency
  • Provide feedback to Business Units on root cause of complaints through feedback tools
  • Ensure accurate and consistent loading of all complaints into the complaint management system, including but not limited to research and investigation and supporting evidence documentation
  • Identify compliance or policy breaches and follow incident management process

Skills & Experience

  • Driven and customer focused, you pride yourself on providing an exceptional service experience for our clients and customers. Always going above and beyond, you have strong attention to detail and are a natural problem solver. You will also have:
  • RG146
  • Experience working in Life or Retail Insurance with dispute resolution
  • Understanding of AFCA
  • Strong written and verbal communication
  • Attention to detail


  • Collaborative working environment
  • Open-plan office


  • Work from home
  • Beautiful brand new offices

How to Apply
Click APPLY or contact Naomi Hanley on  for a confidential discussion


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