Deputy Complaints And Customer Resolution Manager
vor 3 Wochen
Chubb is a world leader in insurance.
With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.
As an underwriting company, we assess, assume and manage risk with insight and discipline.
We service and pay our claims fairly and promptly.
The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally.
Chubb celebrates diversity by fostering an inclusive, flexible and equitable workplace.
We support applications from all members of our community and equitable access to our employment opportunities.
We are open to discussing workplace flexibility in all our vacancies, to ensure we can attract the best candidates and accommodate individual needs, differences, disabilities and working arrangements.
Your RoleYou will be responsible for assisting with the efficient and effective operation of the Complaints and Customer Resolution Service (CCR Service) in resolving customers' complaints in compliance with Chubb's internal framework and regulatory requirements.
You will engage with external stakeholders such as the Australian Financial Complaints Authority (AFCA), the Financial Services Complaints Ltd in NZ (FSCL), and third-party providers who are managing complaints on behalf of Chubb as well as working closely with internal stakeholders within claims, underwriting, legal, risk and compliance in relation to complaint trends and improvement opportunities.
Your Responsibilities Assist with the effective management of Chubb's CCR Service unit in line with Chubb's internal framework and in compliance with regulatory requirements asset out in the General Insurance Code of Practice (GICOP), ASIC's Regulatory Guide 271 (RG 271) and the Fair Insurance Code (FIC).Assist in the management and development of case analysts in the CCR Service.Review and approve draft responses prepared by the case analysts to ensure responses address all concerns raised by the complainant, are professional and comply with regulatory requirements.Develop, implement, and maintain quality assurance (QA) standards for the complaints handling process.Conduct regular QA audits of the case analysts to identify areas of improvement and provide feedback to the case analysts on their performance.Assist in ensuring the CCR Service meets internal and external KPIs and timelines.Work with the Head of CCR to provide quality feedback to senior management and business/support units in relation to business improvement opportunities identified in the course of investigating and determining complaints.Regularly meet with business/support units to discuss improvement initiatives identified through the investigation of complaints.Adopt a customer focused approach to managing complaints and disputes and promote this cultural approach throughout the CCR Service and Chubb.Work with the Head of CCR to monitor and report to senior management and the Board of Directors on complaint trends, learning points and business improvement opportunities and identify and report on any systemic incidents and breaches.Work with the Head of CCR to oversee and assure quality in relation to the output of the CCR Service and investigate and implement customer feedback mechanisms.Liaise with third party providers who have been authorised by Chubb to manage complaints and monitor their compliance with any internal or external regulatory requirements.Liaise with AFCA and FSCL in relation to complaints.Be a formal link between the CCR Service and Compliance to provide feedback for incidents and breaches.Assist in advising on potential remediation programs, where issues have been identified.Continue to attend to tasks, as outlined for the 'Senior CCR Analyst' (where required), within the meaning of, and as outlined in, Chubb's internal framework.What we're looking for: Legal Tertiary qualifications3-5 or more years of legal experience in handling complaints and disputes, preferably in insurance or financial services.Experience in managing a team.Sound knowledge of Australian and NZ financial services legislation, regulation and the GICOP, RG 271 and the FIC.Excellent communication skills and ability to manage and deliver upon the expectations of senior management.Highly developed planning, organisation and time management skills.Attention to detail, ability to analyse data and identify trends.A focus on the customer, providing superior customer service and resolutions to complex complaints.
#J-18808-Ljbffr
-
Deputy Complaints And Customer Resolution Manager
vor 3 Wochen
Sydney, Österreich Chubb VollzeitChubb is a world leader in insurance. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and...
-
Deputy Complaints And Customer Resolution Manager
vor 3 Wochen
Sydney, Österreich Chubb VollzeitChubb is a world leader in insurance. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and...
-
Deputy Complaints And Customer Resolution Manager
vor 3 Wochen
Sydney, Österreich Chubb VollzeitChubb is a world leader in insurance.With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.As an underwriting company, we assess, assume and manage risk with insight and...
-
Sydney, Österreich Tideri Jobbörse VollzeitChubb is a world leader in insurance.With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.As an underwriting company, we assess, assume and manage risk with insight and...
-
Sydney, Österreich Tideri Jobbörse VollzeitChubb is a world leader in insurance.With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients.As an underwriting company, we assess, assume and manage risk with insight and...
-
Complaint Resolution Manager
vor 6 Stunden
Sydney, Österreich Colonial First State VollzeitAre you ready to be part of an organisation that values expertise, passion and diversity?At CFS we know that the foundation of our success lies in our exceptional people.We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential.Our people enable us to make a difference...
-
Complaint Resolution Manager
Vor 2 Tagen
Sydney, Österreich Colonial First State VollzeitAre you ready to be part of an organisation that values expertise, passion and diversity?At CFS we know that the foundation of our success lies in our exceptional people.We believe in celebrating individuality, have a passion for high performance and creating an environment where you can unleash your full potential.Our people enable us to make a difference...
-
Customer Resolution Expert
Vor 7 Tagen
Sydney, Österreich Singtel Group VollzeitAt Optus, we have an ambitious goal to be Australia's most loved everyday brand.The Customer Resolution Team will be responsible for managing customer complaints from both internal and external authorities and via all company platforms in a prompt, professional, and caring manner while providing the best customer experience each and every time.As a member of...
-
Customer Resolution Expert
vor 2 Wochen
Sydney, Österreich Singtel Group VollzeitAt Optus, we have an ambitious goal to be Australia's most loved everyday brand.The Customer Resolution Team will be responsible for managing customer complaints from both internal and external authorities and via all company platforms in a prompt, professional, and caring manner while providing the best customer experience each and every time.As a member of...
-
Complaints Analyst
vor 1 Monat
Sydney, Österreich At Vollzeit$70k - $80k p.a.+ Super + guaranteed bonusMorgan McKinley is partnering exclusively with a Global Insurance Provider who upholds an excellent reputation in Australia.The client is looking for a Complaints Analyst to join their high-performing North Sydney team and report directly into the Head of Complaints and Customer Resolution. In this diverse role, you...
-
Complaints Officer
vor 2 Monaten
Sydney, Österreich Assurant, Inc. VollzeitThe primary responsibility of this role is to manage complaints and disputes within the Claims Team. The Complaints Officer will provide case management of escalated claims through our dedicated escalation channels. Ensuring escalations are handled timely within the set service level agreements, according to the defined Terms & Conditions and existing...
-
Claims Dispute Resolution Manager
vor 2 Wochen
Sydney, Österreich Nti Limited VollzeitNumber of Positions Available: 1NTI Reference Number: IDR_2024Work Type: Full timeWhat you will love about the role: As the Internal Dispute Resolution (IDR) Manager, you will be responsible for investigating and resolving disputes regarding claims decisions, ensuring an impartial and fair approach.You will ensure customer disputes are managed professionally...
-
Senior Director, Customer Success, Apac
vor 2 Monaten
Sydney, Österreich Deputy VollzeitAt Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies' profits thrive. Our reach extends across 100+ countries worldwide, serving more than 330,000 workplaces. Deputy is a global SaaS workforce management company headquartered in Sydney, San...
-
Complaints Analyst | Sydney, Au
vor 1 Monat
Sydney, Österreich Efinancialcareers Ltd. VollzeitMorgan McKinley is partnering exclusively with a Global Insurance Provider who uphold an excellent reputation in Australia. The client is looking for a Complaints Analyst to join their high performing North Sydney team and report directly into the Head of Complaints and Customer Resolution.In this diverse role, you will communicate internally and externally...
-
Senior Director, Customer Success
vor 2 Monaten
Sydney, Österreich Deputy VollzeitThis is a Senior Director, Customer Success role with one of the leading companies in AU right now 🔥 -- Deputy -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Deputy 🧐🧐**The Role** The Senior Director of Customer Success is responsible for driving customer...
-
External Dispute Resolution Case Manager
vor 3 Wochen
Sydney, Österreich Zurich Financial Services VollzeitExternal Dispute Resolution Case ManagerZurich is a leading multi-line insurer that serves its customers in global and local markets.With about 55,000 employees, it provides a wide range of property and casualty, life insurance products and services in more than 215 countries and territories.As an External Dispute Resolution Case Manager, you'll manage the...
-
Customer Resolution Officer
vor 1 Monat
Sydney, Österreich Airtree Ventures Pty VollzeitAt Prospa, we exist to unleash the potential of small business.We are building the future of small business and simplifying cashflow by building a leading platform that helps customers make payments, fund growth and reduce admin. The role As our Customer Resolution Officer, you will report to the Customer Experience Lead and focus on managing and resolving...
-
Senior Complaints Analyst
vor 1 Monat
Sydney, Österreich At Vollzeit$110k - $115k + Super + guaranteed bonusMorgan McKinley is partnering exclusively with a Global Insurance Provider who uphold an excellent reputation in Australia.The client is looking for an experienced Senior Complaints Analyst to join their high performing North Sydney team and report directly into the Head of Complaints and Customer Resolution. In this...
-
Claims Dispute Resolution Manager
vor 1 Monat
Sydney, Österreich Nti Limited VollzeitCompetitive annual salary + generous annual bonusAs the Internal Dispute Resolution (IDR) Manager, you will be responsible for investigating and resolving disputes regarding claims decisions, ensuring an impartial and fair approach.You will ensure customer disputes are managed professionally and fairly, aligning with regulatory standards and enhancing...
-
External Dispute Resolution Case Manager
vor 3 Wochen
Sydney, Österreich Zurich Financial Services VollzeitExternal Dispute Resolution Case ManagerZurich is a leading multi-line insurer that serves its customers in global and local markets.With about 55,000 employees, it provides a wide range of property and casualty, life insurance products and services in more than 215 countries and territories.As an External Dispute Resolution Case Manager, you'll manage the...
