As a Complaints Specialist, you’ll play a central role in resolving travel insurance disputes with fairness, care, and integrity. Every decision you make will balance commercial, regulatory, and reputational impacts—driving genuine change while ensuring compliance with ASIC RG 271, the GICOP, FIC, AFCA, and IFSO requirements.

This is your chance to make a real impact in a dynamic environment where no two days are the same. You’ll investigate complex complaints, collaborate with multiple departments, and identify opportunities to improve processes and customer experiences across Australia and New Zealand.

About Us

For more than 60 years, we've been dedicated to supporting travellers on their adventures, offering exceptional care and 24/7 medical assistance. Our world class travel insurance products, backed by a global network of medical and assistance providers, have helped more than 1.3 million travellers with an average of more than 13 repatriations a day around the world, caring for people in the moments that matter most.

What you'll be doing:

- Managing and resolving travel insurance (internal and external) complaints with impartiality and empathy.
- Liaising with customers, regulators (AFCA/IFSO), and internal teams to deliver transparent and timely outcomes.
- Conducting detailed investigations and provide clear, well-reasoned documented decisions.
- Undertaking root cause and cost-benefit analyses to spot trends and systemic issues to drive process improvements.
- Collaborating with internal departments such as product, claims, medical, and customer service to enhance processes and customer experience.
- Working to ensure compliance with industry codes, regulations,



and internal dispute resolution standards.
- Maintaining accurate records of all complaints, monitoring complaint handling activities, investigation findings, decisions, and remedial actions.

What we're looking for:

- Experience investigating and resolving disputes within insurance or financial services.
- An established track-record liaising with Australian Financial Complaints Authority (AFCA) and Insurance & Financial Services Ombudsman (IFSO), and detailed knowledge of relevant regulatory frameworks (AU & NZ).
- Ability to interpret and apply policy wording to deliver fair and reasonable dispute resolutions.
- Strong communication, analytical, and decision-making skills.
- Ability to engage effectively with customers, and internal and external stakeholders.
- Keen attention to detail and ability to thrive in a fast-paced, customer-focused environment.
- Qualifications in dispute resolution, law, or a related field (desirable).

What's in it for you?

By joining Europ Assistance, you'll be part of a rapidly growing and successful Global organisation. You will also enjoy:

- Rewards and recognition - team recognition programs and company bonus scheme.
- Unrivalled career and development opportunities - continuous learning and collaborating with diverse teams, establishing systems and processes in a rapidly growing organisation.
- Contemporary, centrally located offices with exceptional transport connections.
- An exciting, enthusiastic and supportive team culture to give you everything you need to succeed .

Join a team where your fairness, professionalism, and commitment to great customer outcomes truly make a difference.

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📌 Complaints Specialist (Brisbane City)
🏢 Europ Assistance Australia and New Zealand
📍 Brisbane City