Compliance and Complaints Officer

The Compliance and Complaints Officer will serve as the primary contact for all compliance and complaint matters within the company. The selected candidate will leverage their expertise in compliance management, complaint resolution, and regulatory requirements to support the business in achieving its objectives and ensuring that our policyholders are consistently treated fairly.

Key Requirements:

• Address complaints from the business's policyholders, including those related to Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR).
• Foster and manage relationships with both internal and external stakeholders (e.g., coverholders and claims administrators) to ensure the delivery of satisfactory customer outcomes.
• Provide feedback on root causes to stakeholders, promoting continuous business improvement.
• Keep complaint registers current and complete all necessary internal and external reporting (e.g., ASIC, AFCA) in compliance with the business's Compliance Framework.
• Offer ad-hoc support to the Legal & Compliance Team, including assistance with compliance tasks, the development of policies and procedures within the business's Compliance Framework, and supporting various projects and initiatives related to compliance.

Key Responsibilities:

• 2+ years experience handling general insurance complaints across a broad range of products.
• Demonstrable experience in operating compliance frameworks, the General Insurance Code of Practice, as well as knowledge of both the AFCA and ASIC complaint handling processes.
• Strong written and oral communication skills.
• Prior experience influencing senior stakeholders and engaging with third party vendors.
• Ability to collaborate effectively, deliver results through others and foster positive relationships.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply please click apply or call Ali Heffernan on 02 8289 3193 for a confidential discussion.