Job Description

Complaints & Customer Resolution Analyst n

Sydney | Hybrid | $40-45ph + Super | ASAP till April 30th 2027

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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.

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You will play a key role in delivering fair customer outcomes while ensuring compliance with regulatory frameworks and industry standards.

Key Responsibilities n

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- Investigate and resolve customer complaints across retail and wholesale insurance products
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- Prepare Internal Dispute Resolution (IDR) determinations
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- Manage External Dispute Resolution (EDR) responses (including AFCA)
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- Liaise with internal stakeholders, regulators, and external bodies
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- Attend conciliation conferences and support dispute resolution outcomes
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- Conduct root cause analysis and identify trends and improvement opportunities
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- Identify and elevate compliance breaches, risks, and potential legal issues
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- Maintain accurate records and reporting aligned to regulatory obligations
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About You nn
- Proven experience in complaints handling
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- Understanding of the end to end claims process
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- Excellent analytical and problem-solving capability
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- Solid written and verbal communication skills
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- High attention to detail and ability to manage multiple cases simultaneously
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- Ability to work both autonomously and collaboratively
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Why Apply nn
- Opportunity to join a globally recognised Tier 1 insurer
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- Work within a high-performing compliance and risk team
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- Gain exposure to complex dispute resolution and regulatory processes
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- Competitive hourly rate with potential for extension
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📌 Customer Complaints and Resolutions Analyst (Surry Hills)
🏢 Cox Purtell
📍 Surry Hills