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About the Role
The IDR & Compliance Specialist will lead BizCover's complaints handling process, drive continuous improvement, and support the management of compliance risk. This role owns dispute resolution, ensuring fair and timely outcomes for customers, and acts as the trusted contact for insurer partners on escalated complaints. It also supports broader compliance efforts to meet regulatory and AFSL obligations.
Responsibilities
- Take ownership of the end-to-end IDR complaints process, including acknowledgement, investigation, root-cause analysis, and resolution within RG271 and General Insurance Code of Practice timeframes.
- Manage EDR complaints (AFCA in Australia, FSCL in NZ) to resolution, liaising with insurers and underwriting agencies.
- Act as an escalation/liaison point for insurers and underwriting agencies on escalated matters.
- Run root-cause analysis with Call Centre, Product, and Technology teams to reduce future complaints.
- Train call centre and operational staff on complaints handling and RG271 obligations.
- Provide weekly/monthly complaints reporting with trend and root-cause analysis for leadership.
- Prepare and submit regulatory returns (biannual ASIC IDR report under RG271), insurer/underwriting reporting under binder agreements, and CGC data.
- Maintain complaints records and support the QA framework and Complaints Detection process.
- Maintain complaints-related policies and procedures, aligned with RG271, GICOP, and AFSL obligations.
- Monitor and report on complaints-handling compliance, and prepare action plans for related risks.
- Support control testing, audits, and remediation of complaint incidents to prevent recurrence.
- Monitor regulatory change affecting complaints handling (RG271, GICOP, insurer/Lloyd's, NZ) and assess the impact on BizCover.
Requirements
- Reporting to the Head of Risk and Compliance, the IDR & Compliance Specialist has two main accountabilities: leading BizCover's complaints handling process and driving continuous improvement, and supporting the management of compliance risk.
- The role owns dispute resolution, working with stakeholders across BizCover to deliver fair, timely outcomes for customers, and is the trusted contact for insurer partners on escalated complaints.
- It also supports compliance more broadly, helping BizCover meet its regulatory and AFSL obligations by keeping compliance, monitoring, supervision and risk frameworks in place and adhered to.
Skills
- Complaints handling
- Dispute resolution
- Compliance risk management
- Root-cause analysis
- Regulatory reporting
- Policy and procedure maintenance
- Control testing
- Audit support
- Regulatory change monitoring
Location
- Sydney
Work Type
- Hybrid
- Full-time
Benefits
- Hybrid flexibility (three days in office, two days from home)
- Vibrant team culture
- Exclusive perks through staff app
- Charity program partnership
- Business-casual dress code
- Career progression opportunities
About the Company
- BizCover provides insurance for small businesses, making the process fast, easy, and understandable through technology that allows customers to compare quotes and buy insurance in minutes.
- The company offers competitive prices by partnering with leading insurers and prides itself on enthusiastic experts delivering outstanding customer service.
- Founded in 2008, BizCover operates in Australia, the United States, and New Zealand and is rapidly growing.
- Key insurance partners include AIG, Berkley, Chubb, DUAL, HDI, Lloyd’s of London, QBE, Hollard, and Vero.