Compliance And Complaints Officer
vor 2 Wochen
Compliance and Complaints Officer Sydney, Australia
As part of the AXA XL Compliance Team, you will be responsible for helping us deliver fair and reasonable customer outcomes, across a wide range of products provided to a broad spectrum of policyholders in Australia. While supporting the business commercially, the Compliance Team acts as the point of contact for all compliance and complaint issues arising within our business, including within our coverholder and TPA/claims administrator network. As a Compliance and Complaints Officer sitting within the Compliance Team, you will use your knowledge and expertise in compliance issues and complaint handling, as well as regulatory requirements, to help AXA XL achieve its goals and to ensure our policyholders are treated fairly in all circumstances.
Essential ResponsibilitiesHandle complaints from AXA XL policyholders, including Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints.Manage relationships with internal and external stakeholders (e.g., coverholders and claims administrators) to ensure delivery of appropriate customer outcomes.Provide root-cause feedback to internal and external stakeholders to ensure continuous business improvement is achieved.Maintain up-to-date complaint registers and complete all internal and external reporting (e.g., ASIC, AFCA) within the AXA XL Compliance Framework.Provide ad-hoc support to other members of the Legal & Compliance Team, including in relation to ad-hoc compliance tasks, the development of policies and procedures supporting the AXA XL Compliance Framework, and supporting projects and initiatives involving the Compliance team.You will be reporting to the General Counsel, Australia.
Required Skills and AbilitiesComplaint handling expertise: Proven experience (minimum 2 years) of handling general insurance complaints, ideally across a broad range of products. Expertise in wholesale (e.g., P&C and specialty risks) insurance products is preferred, but additional products would also be of benefit.Technical product knowledge: You will be able to demonstrate detailed technical knowledge in support of your experience, including knowledge of set approaches to certain types of compliance issues and complaints, and understanding of aspects of different policy types and compliance issues relating to those products.Regulatory and market awareness: You will need to demonstrate a strong understanding of operating compliance frameworks, the General Insurance Code of Practice, as well as knowledge of both the AFCA and ASIC complaint handling processes.Communications skills: Proven written and verbal communication skills, able to articulate detailed and complex issues in a clear and concise manner.Reasoning/negotiation skills: Proficiency in investigating, drawing logical conclusions, and effectively articulating findings, with the ability to present your findings while conveying your views on how a compliance issue should be resolved.Organisational skills: Pro-active and capable of managing your own caseload; adhering to deadlines and quality standards.Company Overview AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals, and even some inspirational individuals, we don't just provide re/insurance; we reinvent it.
AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.
LocationAU-NSW-Sydney
Work LocationsAU NSW Sydney 123 Pitt Street, Angel Place Level 28, Sydney 2000
Job FieldRegulatory, Compliance and Risk
ScheduleFull-time
Job TypeStandard
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