Complaints & Customer Resolution Analyst
Initial 3-Month Temporary Contract
North Sydney
$45 per hour

A leading global insurer is looking for an experienced Complaints & Customer Resolution Analyst to join their Legal & Compliance team on an initial 3-month contract, with genuine potential to extend or convert to a permanent role for the right person.

The Role

You'll be working within an A&NZ complaints function, managing the end-to-end resolution of insurance complaints across both internal and external dispute resolution processes. That means handling IDR determinations, preparing responses to AFCA and FSCL, attending EDR conciliation conferences, and liaising across business units to drive fair and timely outcomes for customers.

Alongside the complaints work, you'll contribute to the compliance framework, including identifying regulatory breaches, reporting incidents, and conducting root cause analysis to flag trends and improve processes.

It's a role that requires both sharp analytical thinking and strong written communication, so if you're someone who takes pride in clear, well-reasoned work, you'll fit right in.

What You'll Bring

• Demonstrated complaints resolution experience within financial services, ideally general insurance
• Solid working knowledge of IDR and EDR frameworks, with AFCA experience highly regarded
• Familiarity with the General Insurance Code of Practice and ASIC RG 271
• Strong written communication skills, you'll be drafting determinations and regulatory responses regularly
• Ability to manage a caseload autonomously while collaborating across teams
• Tertiary qualification in law, commerce, business or a related field is desirable

Additional things to note:

You will be required to complete an Australian Police check prior to commencing this role.

The client is also looking for candidates who could potentially convert so we are only accepting candidates for this role, so PR or Australian Citizenship. No temporary visas will be accepted and no sponsorship is offered.