Customer Complaints and Resolutions Analyst

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 escalate 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
• Strong 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

If this aligns with your background, apply now for immediately consideration