Job Description
Chance to elevate your career with an industry leading, award winning business offering purpose driven work, meaningful organisational values, an inclusive culture & curiosity for new ideas, innovation & growth.
So many reasons to CHUse CHU!
We're Australia's first and leading Strata Underwriting agency, with a commitment to leading the way in our industry, through focusing on Artificial Intelligence & Technology, Diversity & Inclusion and Environmental Sustainability.
A career at CHU is a career of opporCHUnity.
The opportunity to create, innovate and grow.
When you join our team, you're joining an industry leader with a track record for putting our people and our customers first.
Despite being in 5 different locations across Australia, our leading hybrid working model and technology enables us to be close-knit and connected.
All about CHU
CHU is part of the Steadfast Group; a top 200 ASX-listed company with $9.8 billion in total billings.
As the market leader we protect over 100,000 residential strata properties across Australia, with almost half a trillion value insured.
We are multi-award winners: back-to-back winners of the Underwriting Agency of the Year Award ********* & Claims Team of the Year ****, plus Excellent in Setting, Social and Governance Change winners for ****.We are proud to be an award-winning underwriting agency and our goal is to continue to put people, planet, partnership and prosperity at the heart of what we do.
Working with CHU
When you join CHU, you will join a friendly and supportive team who are committed to your wellbeing and engagement.
We want you to enjoy your work each day and derive satisfaction from being part of a collaborative organisation and culture.
To support and reward you, we offer:
Work where suits you best- we are proud of our leading,



inclusive and flexible hybrid work model
Real connection and interaction- we offer regular Company wide team & ConnecCHUn Days
Hard work deserves recognition- competitive salary packaging and annual bonus scheme
Grow your future savings- employer matched superannuation contributions
Take the stress out of the unexpected– access up to 4 extra flexible paidleave days for life's ups and downs
Celebrate the joy of parenthood- 18 weeks paid parental leave
We support your charitable work- access to a paid volunteer day each year
Cut your monthly costs- paid SCI, Life Insurance and Travel Insurance
Grow with us- professional development and study assistance and study leave
Support when you need it most- extensive health and wellbeing initiatives
Diversify your experience- Work and Travel Adventure Program, Career Breaks
Family first- CHU are accredited as aFamily Inclusive Workplace *******
You can be you- CHU are recognised as an Inclusive Employer *******by the Diversity Council Australia
For further information, head to the benefitssection of our careers page.
About the role
The IDR Officer is responsible for the investigation, review and finalisation of all complaints across all business units in CHU.
The role sits within the operations team and reports to the IDR Team Leader.
The position plays a key role in identifying complaints, compliance, breaches and quality trends across all operations.




Day to day you will ...
Investigate verbal and written complaints, including identifying and reporting breaches
Draft prompt, customer centric, logical, well explained, and comprehensive decisions
Negotiate and compromise decisions where required to come to a timely and fair resolution
Identify key trends and remedies to improve customer experience
Adhere to General Insurance Code of Practice
Review Financial Hardship applications
Liaising with team leader to communicate gaps and training needs.
Participating in weekly reporting to discuss workflow, incidents and complaints
Skills and Experience
The successful candidate will have the following knowledge and experience:
Experience in complaints management, ideally within a financial institution or within AFCA.
Strong problem solving and ability to think logically and analytically
Displaying a win-win approach with all complaints
Demonstrated high level of organisational and time management skills.
Excellent communication skills (written and verbal)
Knowledge of ASIC's RG271 & General Insurance Code of Practice
High attention to detail
Our commitment to you
At the heart of CHU's company culture is recognition of the value our team members bring to the workplace through their individual backgrounds, culture, strengths, creativity, ideas,shared experiences and access to a flexible work environment.
Every applicant is assessed on what they can contribute to CHU and how they as individuals can enrich our workplace both now and in the future.
We are a neuro-inclusive and disability aware employer and encourage applicants to openly request any adjustments they need.
We are committed to creating a psychologically safe recruitment experience.

📌 Dispute Resolution Specialist (New South Wales)
🏢 CHU Underwriting Agencies
📍 New South Wales