Complaints Officer

Role Overview

Join ClearView Wealth Limited as a Complaints Officer on a full-time, 12-month fixed-term contract with hybrid working arrangements. This role is dedicated to managing customer complaints in life insurance, ensuring efficient and fair resolutions aligned with regulatory standards, while fostering positive customer experiences.

Key Responsibilities

• Handle complaints across multiple channels including contact centre, direct email, and financial adviser inputs.
• Acknowledge all complaints within 24 business hours and finalize responses within a 30-day timeframe.
• Investigate issues thoroughly to find fair solutions promptly, adhering to regulatory timelines.
• Collaborate with internal teams to address complaints effectively and prioritize a significant caseload according to service expectations.
• Refer complex complaints to senior management when necessary and contribute to identifying patterns indicating systemic problems.
• Exhibit empathy, respect, and strong customer service skills throughout all interactions.

Additional Tasks

• Prepare insightful complaint reports for internal review highlighting key findings.
• Assist senior management in monitoring complaint trends and enhancing processes.
• Serve as a resource for internal inquiry related to complaints.
• Participate in continuous training to improve complaint handling procedures.
• Uphold and promote a culture focused on risk compliance and responsibility.

Qualifications and Experience

• Minimum of 2 years experience in Internal Dispute Resolution or complaint management within financial services, insurance, banking, or superannuation sectors.
• Accreditation or training in complaint handling or conflict resolution considered advantageous.
• Tertiary qualifications relevant to the role are preferred but not compulsory.
• Exceptional written and verbal communication capabilities.
• Effective organisational skills with the ability to handle multiple tasks and meet deadlines.
• Strong teamwork orientation with a detail-focused approach ensuring compliance with the Life Code of Practice and legislative standards.

Why Work With Us?

ClearView is a publicly listed Australian life insurance company committed to transparency and serving communities. We embrace values of integrity, collaboration, authenticity, and persistence.

• Flexible hybrid work model with two days remote work weekly.
• $1,000 referral bonus for successful employee referrals.
• Generous 16-week paid parental leave beyond statutory requirements.
• Extended annual leave entitlements including bonus and festive paid leave.
• Two paid community volunteer days annually.
• Access to an extensive rewards program with discounts from 350+ retailers.
• Unlimited learning opportunities through an accredited e-learning platform.
• Recognition programs celebrating outstanding employees and teams.
• Staff discounts on ClearView's insurance products.
• Financial support for approved further education and study leave.
• Discounted gym memberships for on-site staff.