Complaints & Customer Resolution Analyst

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

📌 Customer Complaints and Resolutions Analyst (North Sydney)
🏢 Cox Purtell
📍 North Sydney