Complaints & Customer Resolution Analyst
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 New 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
Robust 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 (New South Wales)
🏢 Cox Purtell Staffing Services
📍 New South Wales