A leading Tier 1 insurance organisation is seeking a Complaints & Customer Resolution Analyst to join their Legal & Compliance function. This is a high-impact contract role supporting the investigation and resolution of customer complaints across Australia and Current Zealand.
You will play a key role in delivering fair customer outcomes while ensuring compliance with regulatory frameworks and industry standards.
Key Responsibilities
- Investigate and resolve customer complaints across retail and wholesale insurance products
- Prepare Internal Dispute Resolution (IDR) determinations
- Manage External Dispute Resolution (EDR) responses (including AFCA)
- Liaise with internal stakeholders, regulators, and external bodies
- Attend conciliation conferences and support dispute resolution outcomes
- Conduct root cause analysis and identify trends and improvement opportunities
- Identify and escalate compliance breaches, risks,
and potential legal issues
- Maintain accurate records and reporting aligned to regulatory obligations
About You
- Proven experience in complaints handling
- Understanding of the end to end claims process
- Excellent analytical and problem-solving capability
- Strong written and verbal communication skills
- High attention to detail and ability to manage multiple cases simultaneously
- Ability to work both autonomously and collaboratively
Why Apply
- Opportunity to join a globally recognised Tier 1 insurer
- Work within a high-performing compliance and risk team
- Gain exposure to complex dispute resolution and regulatory processes
- Competitive hourly rate with potential for extension
If this aligns with your background, apply now for immediately consideration
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📌 Complaints + Customer Resolution Analyst (City of Sydney)
🏢 Cox Purtell Staffing Services
📍 City of Sydney
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