Complaints and Customer Resolution Analyst
About the job
Contract: until 31st December 2025 (with possibility for extension/permanent role)
Location: North Sydney, hybrid work arrangement
Hourly Rate: $35-45 per hour + super
Morgan McKinley is partnering exclusively with a Global Insurance Provider who is looking for an experienced Complaints and Customer Resolution Analyst to join their high performing North Sydney team and report directly into the Head Of.
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.
Please only apply for this role if you hold a degree or relevant qualification in law, otherwise you will not be considered.
Responsibilities:
- Conduct thorough investigations, analyse evidence, and prepare reasoned determinations for Internal Dispute Resolution (IDR) cases within Australia and New Zealand, ensuring adherence to procedural fairness.
- Draft comprehensive and legally sound responses for External Dispute Resolution (EDR) cases to regulatory bodies, specifically the Australian Financial Complaints Authority (AFCA) and New Zealand's Financial Services Complaints Limited (FSCL).
- 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.
Requirements:
- Possession of a tertiary qualification in Law is essential.
- Demonstrated understanding of Financial Services regulatory compliance frameworks relevant to Australia and New Zealand.
- Proven experience in complaints resolution within the financial services industry, ideally within general insurance or a legal environment.
- Strong analytical and problem-solving capabilities, with the ability to interpret complex information and formulate logical conclusions.
- Excellent communication skills with strong attention to detail and organisational skills.
To apply for this role, please click the link otherwise please reach out to Hannah Sykes.
