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About the Role

Chubb is seeking a motivated and detail-oriented Complaints & Customer Resolution Analyst to join our Australia and New Zealand team. This role involves solving complex problems, building stakeholder relationships, and contributing to fair complaint outcomes in a supportive environment.

Responsibilities

• 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.
• 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.

Requirements

• Apply sound judgement, maintain accurate records, and ensure matters are handled in line with regulatory, legal, industry, and company requirements.

Location

• Australia
• New Zealand

About the Company

• 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.
• As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline.
• Chubb services and pays its claims fairly and promptly.
• The company is defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally.
• 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

Equal Opportunity

• 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.