Complaints and Customer Resolution Analyst

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 Complaints & Customer Resolution Analyst will assist in the investigation and resolution of internal and external customer complaints regarding retail and wholesale policies for Australia and New Zealand.

• 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

• Tertiary qualification in law, commerce, accounting, business or similar is desired
• Knowledge of Financial Services regulatory compliance
• Demonstrated complaints resolution experience in the financial service industry, preferably within general insurance or external legal
• Analytical skills
• Ability to solve complex problems
• Solution focused individual with a resolution mindset approach
• Complaint/claims handling experience
• Excellent verbal and written communication skills
• Excellent attention to detail
• Ability to multitask and adhere to deadlines and work in a changing environment
• Ability to work autonomously and collaboratively
• Highly organised and possess great time management skills
• Ability to manage customer and stakeholder expectations

• Excellent verbal and written communication skills
• Ability to multitask and adhere to deadlines
• Ability to work autonomously and collaboratively
• Highly organised and possess great time management skills
• Ability to manage customer and stakeholder expectations

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.