Complaints & Customer Resolution AnalystSydney | Hybrid | $*****ph + Super | ASAP till April 30th ****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 ResponsibilitiesInvestigate and resolve customer complaints across retail and wholesale insurance productsPrepare Internal Dispute Resolution (IDR) determinationsManage External Dispute Resolution (EDR) responses (including AFCA)Liaise with internal stakeholders, regulators,



and external bodiesAttend conciliation conferences and support dispute resolution outcomesConduct root cause analysis and identify trends and improvement opportunitiesIdentify and elevate compliance breaches, risks, and potential legal issuesMaintain accurate records and reporting aligned to regulatory obligationsAbout YouProven experience in complaints handlingUnderstanding of the end to end claims processExcellent analytical and problem-solving capabilityStrong written and verbal communication skillsHigh attention to detail and ability to manage multiple cases simultaneouslyAbility to work both autonomously and collaborativelyWhy ApplyOpportunity to join a globally recognised Tier 1 insurerWork within a high-performing compliance and risk teamGain exposure to complex dispute resolution and regulatory processesCompetitive hourly rate with potential for extension
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📌 Customer Complaints And Resolutions Analyst (New South Wales)
🏢 Cox Purtell
📍 New South Wales