Dispute Resolution & Compliance Specialist

About BizCover

BizCover supports small businesses by providing straightforward, fast insurance solutions that safeguard their livelihoods. Our technology allows customers to compare quotes from insurance partners and purchase coverage swiftly, eliminating complex jargon. Through partnerships with industry leaders such as AIG, Berkley, Chubb, and others, we offer competitive pricing to help businesses save. Since our establishment in 2008, we have expanded operations across Australia, the US, and New Zealand, aiming to serve more small businesses effectively.

Team Overview

The Risk and Compliance team advises the company on risk mitigation and compliance responsibilities. Reporting to the Head of Risk and Compliance, this team oversees Quality Assurance, Dispute Resolution, and overall compliance for all BizCover channels and regions.

Role Summary

The Dispute Resolution and Compliance Specialist reports to the Head of Risk and Compliance, focusing on leading the complaints management process, driving improvements, and supporting compliance risk management. Responsibilities include owning dispute resolution efforts, collaborating with stakeholders to ensure equitable and timely solutions for customers, and acting as the primary contact for insurer partners regarding escalated complaints. Additionally, the role supports compliance by maintaining adherence to regulatory and AFSL requirements, monitoring control frameworks, and ensuring supervisory measures are followed.

Key Responsibilities

• Manage the end-to-end Internal Dispute Resolution (IDR) complaints process, including acknowledgment, investigation, root cause analysis, and resolution in accordance with RG271 and the General Insurance Code of Practice timeframes.
• Oversee External Dispute Resolution (EDR) complaints handling, liaising with insurers and underwriting agencies, including bodies such as AFCA (Australia) and FSCL (New Zealand).
• Serve as the escalation and liaison contact point for insurer and underwriting agency partners on complex complaint issues.
• Conduct root cause analyses alongside Call Centre, Product, and Technology teams to minimize future complaints.
• Train call centre and operational teams on complaint handling procedures and RG271 obligations.
• Provide regular complaints reporting to leadership, highlighting trends and root cause analyses on a weekly and monthly basis.
• Prepare and submit regulatory returns, including the biannual ASIC IDR report under RG271, insurer and underwriting reports per binder agreements, as well as CGC data submissions.
• Maintain accurate records of complaints and contribute to Quality Assurance and Complaints Detection frameworks.
• Maintain and update complaints-related policies and procedures ensuring alignment with RG271, GICOP, and AFSL regulatory obligations.
• Monitor and report on compliance adherence related to complaint handling and develop action plans to address identified risks.
• Support control testing, internal audits, and remediation efforts to prevent recurrence of complaint incidents.
• Stay abreast of regulatory changes impacting complaints handling requirements, including updates to RG271, General Insurance Code of Practice, insurer/Lloyd's rules, and New Zealand legislation, assessing their impact on BizCover operations.

Benefits & Culture

• Flexible Hybrid Work: For Sydney-based employees, enjoy a schedule of three days onsite and two days remote.
• Engaging Team Environment: Be part of a lively, supportive workplace hosting regular events such as mid-year and end-of-year parties, monthly social drinks, and cultural celebrations.
• Exclusive Employee Discounts: Access special promotions through the company’s staff app.
• Charity Partnership: Engage with our charity program in collaboration with One&All, providing opportunities to contribute to community causes.
• Casual Professional Dress Code: Business casual attire promotes a relaxed yet professional atmosphere.
• Career Growth: Work within a rapidly expanding company offering clear pathways for professional development.