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About the Role
The Complaints & IDR Officer 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 a trusted contact for insurer partners on escalated complaints. It also supports broader compliance efforts to meet regulatory and AFSL obligations.
Responsibilities
- Own the end-to-end IDR complaints process, including acknowledgement, investigation, root-cause analysis, and resolution within regulatory 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, insurer/underwriting reporting, 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 and assess the impact on BizCover.
Requirements
- Experience in leading complaints handling processes.
- Experience in driving continuous improvement.
- Experience in supporting the management of compliance risk.
- Experience in dispute resolution.
- Experience working with stakeholders across different teams.
- Experience as a contact for insurer partners on escalated complaints.
- Experience supporting compliance broadly.
- Experience helping businesses meet regulatory and AFSL obligations.
- Experience keeping compliance, monitoring, supervision, and risk frameworks in place and adhered to.
- Experience with RG271 and General Insurance Code of Practice timeframes.
- Experience managing EDR complaints (AFCA in Australia, FSCL in NZ).
- Experience liaising with insurers and underwriting agencies.
- Experience running root-cause analysis.
- Experience training staff on complaints handling and RG271 obligations.
- Experience providing weekly/monthly complaints reporting.
- Experience preparing and submitting regulatory returns.
- Experience maintaining complaints records.
- Experience supporting the QA framework and Complaints Detection process.
- Experience maintaining complaints-related policies and procedures.
- Experience monitoring and reporting on complaints-handling compliance.
- Experience preparing action plans for related risks.
- Experience supporting control testing, audits, and remediation of complaint incidents.
- Experience monitoring regulatory change affecting complaints handling.
Skills
- Complaints handling
- Dispute resolution
- Compliance risk management
- Root-cause analysis
- Regulatory reporting
- Policy and procedure maintenance
- Stakeholder management
- Training
- Regulatory change assessment
Location
- Sydney
Work Type
- Hybrid
- Flexible schedule
Experience Level
- Not specified
Education Level
- Not specified
Benefits
- Hybrid flexibility (3 days office, 2 days home)
- Vibrant team culture
- Exclusive perks and discounts via staff app
- Charity program participation
- Room for career progression
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.
- Founded in 2008, BizCover operates in Australia, the United States, and New Zealand, and is rapidly growing.
- BizCover partners with leading insurers to offer competitive prices and help businesses save.
- The company boasts enthusiastic experts dedicated to outstanding customer service.