Complaints & Customer Resolution Analyst (Fixed-Term Contract)

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. Please let us know if you require any adjustments to the recruitment process so we can support you to present your best self.

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. Parent company Chubb Limited is listed on the New York Stock Exchange(NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 40,000 people worldwide. Additional information can be found at:www.chubb.com

About the Role:

Chubb is seeking a motivated and detail-oriented Complaints & Customer Resolution Analyst to join our Australia and New Zealand team. This is a great opportunity for someone who enjoys solving complex problems, building strong stakeholder relationships, and contributing to fair and effective complaint outcomes in a supportive and collaborative environment.

You will play a key role in the investigation and resolution of internal and external customer complaints relating to retail and wholesale policies across Australia and New Zealand. From initial review through to final determination, you will apply sound judgement, maintain accurate records, and ensure matters are handled in line with regulatory, legal, industry, and company requirements.

In this role, you will:

• Investigate, analyse, and prepare determinations for Internal Dispute Resolution (IDR) matters across Australia and New Zealand;
• Prepare External Dispute Resolution (EDR) responses for AFCA and FSCL, and liaise with these bodies where required;
• Attend EDR conciliation conferences to help reach negotiated outcomes; Refer IDR determinations to the Dispute Resolution Committee (DRC) where appropriate;
• Work with business units to support effective complaint handling;
• Meet timeframes under the General Insurance Code of Practice, the New Zealand Fair Insurance Code, and ASIC RG 271;
• Maintain accurate and up-to-date complaint records;
• Identify trends, draft learning points, and conduct root cause analysis to help reduce complaints;
• Identify and report potential breaches, compliance incidents, and matters that may present media or legal risk to Chubb.

What you’ll bring to the role

• Tertiary qualification in law, commerce, accounting, business, or a related field is desirable;
• Knowledge of financial services regulatory compliance;
• Experience in complaints resolution within financial services, ideally general insurance or a legal environment;
• Strong analytical and problem-solving skills;
• A solution-focused mindset and experience in complaints or claims handling;
• Excellent written and verbal communication skills;
• Strong attention to detail and time management;
• Ability to work independently and collaboratively;
• Proficiency in Microsoft Outlook, Word, and Excel.

Chubb is committed to equal employment and celebrates individual differences by creating a workplace environment in which everyone feels welcomed, respected and valued. We offer you the opportunity to work as part of a dynamic and agile environment where continuous development is encouraged throughout your career, both locally and globally. Some additional benefits offered include a flexible working approach via our “My One Thing” initiative, education assistance, dress for your day every Friday, promotion of health and wellbeing (including discounted health insurance, daily breakfast and fresh fruit), and the option to enrol into the Chubb Limited discounted stock purchasing scheme.

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