Full-time (12-Month Fixed-Term Contract) | Hybrid Working

Looking for a role that offers flexibility, meaningful work and the opportunity to build your career in Life Insurance?

We're looking for an experienced Complaints Officer to join our team on a 12-month fixed-term contract. This is an opportunity for an experienced IDR professional to make a real impact while supporting fair customer outcomes. We're committed to finding the right person and offer flexible working arrangements that support work-life balance.

Role Summary:

As a Complaints Officer for managing customer complaints efficiently and fairly, ensuring timely resolution and positive customer outcomes. This role primarily supports complaints relating to life insurance products and services while ensuring compliance with regulatory requirements.

Primary Responsibilities:

- Manage complaints received through various channels, including the Contact Centre, direct emails, and complaints from financial advisers.
- Acknowledge complaints within 24 business hours and ensure final responses are issued within 30 days.
- Work within set timeframes to ensure complaints are resolved quickly and efficiently.
- Investigate complaints, identify appropriate resolutions, and deliver fair customer outcomes within regulatory timeframes.
- Work collaboratively with internal stakeholders to resolve complaints efficiently.
- Prioritise and manage a high-volume caseload while meeting service standards.
- Escalate complex complaints where required and support the Senior Manager, Complaints.
- Identify recurring complaint trends and potential systemic issues to support continuous improvement.
- Demonstrate a solid customer service mindset, responsiveness and listening skills.
- Deliver excellent customer service by dealing with complainants with respect and empathy in seeking to resolve their complaint.

Secondary Responsibilities





- Assist in preparing reports on complaints for internal use, highlighting any key issues or insights.
- Support the Senior Manager in evaluating complaints activity, identifying trends, and assisting in implementing process improvements.
- Work with internal teams and stakeholder to support the complaints handling process
- Be the point of contact for internal queries related to complaints and provide support as needed.
- Participate in training and development initiatives aimed at improving the complaints process across the business.
- Take ownership of the risk and compliance responsibilities relevant to your role, support a strong risk culture, and understand that risk is everyone’s responsibility.

Qualifications & Skills Required

- 2+ years' experience in Internal Dispute Resolution (IDR) or complaints handling within financial services, insurance, banking, or superannuation.
- Completion of complaints handling or conflict resolution training will be highly regarded.
- Relevant tertiary qualifications will be well regarded but not essential.
- Strong communication skills, both written and verbal, with the ability to handle customer interactions with professionalism.
- Strong organisational and time management skills, proactivity and with the ability to meet deadlines and manage multiple priorities.
- A collaborative mindset and the ability to work effectively as part of a team.
- A keen eye for detail and the ability to follow processes and ensure compliance with the Life Code of Practice,



regulatory and legislative standards.

Why Us? Our benefits:

ClearView is an ASX-listed Australian life insurance business. For over a decade we’ve served our customers with a clear vision: to help Australians and their families achieve peace of mind about their future while being a positive force for our people, partners, customers and community.

Values: Integrity, Collaboration, Authenticity, Persistence

Some Of Our Benefits Include

- Workplace flexibility - We have a hybrid working model, giving you to opportunity to work from home 2 days per week. This gives you the support you need to help balance your career with the things that make your life rich - such as family, health and doing the things you love.
- Employee Referral Program - successfully refer a friend and receive $1,000
- Extended Parental Leave - 16 weeks paid Parental leave cover on top of government leave for all genders
- Additional Leave - More Time to Recharge – Receive 5 weeks of annual leave, with bonus leave days and additional paid leave over the festive period.
- Volunteer Day - 2 days of paid leave to volunteer in the community per year
- IPAC rewards - an extensive rewards program offering discounts and cash-back deals at over 350+ retailers
- LinkedIn Learning - Over 6,000 Courses and accreditations available to all staff, 24/7 - helping you to grow and progress in your career
- Reward & Recognition Program - Quarterly & Annual Awards celebrating employees and teams who are exceptional in living the ClearView values
- Staff Discounts - 27.5% discount on ClearView's life insurance product, ClearChoice
- Study Assistance - ClearView promotes learning and will provide financial assistance for approved learning and time off work to study and complete exams
- Fitness First Bond Street - 25% discount for our Sydney staff

📌 Complaints Officer (Sydney)
🏢 ClearView Wealth
📍 Sydney