Customer Complaints and Resolutions Analyst
Core
Investigate and resolve customer complaints for retail and wholesale insurance products, ensuring compliance with regulatory frameworks.
Role type
Senior IC customer complaints and dispute resolution analyst
Builds
Internal Dispute Resolution (IDR) determinations and External Dispute Resolution (EDR) responses
Domain
Insurance / Legal & Compliance
Deliverable
client delivery
Required skills
complaints handling, end-to-end claims process knowledge, root cause analysis, regulatory compliance, stakeholder liaison, record keeping
Preferred skills
analytical problem-solving, written and verbal communication, multi-case management
Technologies
AFCA, IDR, EDR
Responsibilities
Investigate and resolve customer complaints, prepare IDR determinations, manage EDR responses, liaise with regulators and internal stakeholders, attend conciliation conferences, conduct root cause analysis, identify compliance breaches
Seniority
Mid-level, hands-on IC
