Complaints Specialist

Europ Assistance Australia and New Zealand; Brisbane; On-site; AUD 80,000 - 100,000; Full time

Benefits offered by this job

Team recognition programs

Company bonus scheme

Continuous learning opportunities

Modern, centrally located offices

Supportive team culture

Job summary

A global assistance provider is seeking a Complaints Specialist in Brisbane to resolve travel insurance disputes with fairness and care. The role involves investigating complaints, collaborating with various departments, and ensuring compliance with regulatory frameworks. Ideal candidates will have experience in insurance disputes, strong communication, analytical, and decision-making skills, as well as attention to detail. Attractive rewards and career development opportunities provided.

Qualifications

• Experience investigating and resolving disputes within insurance or financial services.
• Detailed knowledge of regulatory frameworks (AU & NZ).
• Ability to interpret and apply policy wording.

Responsibilities

• Managing and resolving travel insurance complaints with impartiality.
• Liaising with customers, regulators, and internal teams.
• Conducting detailed investigations and documenting decisions.
• Collaborating with internal departments to enhance customer experience.

Skills

Dispute resolution

Strong communication skills

Analytical skills

Decision-making skills

Attention to detail

Education

Qualifications in dispute resolution, law, or a related field

Job description

As a Complaints Specialist, you’ll play a central role in resolving travel insurance disputes with fairness, care, and integrity. Every decision you make will balance commercial, regulatory, and reputational impacts—driving genuine change while ensuring compliance with ASIC RG 271, the GICOP, FIC, AFCA, and IFSO requirements.

This is your chance to make a real impact in a dynamic environment where no two days are the same. You’ll investigate complex complaints, collaborate with multiple departments, and identify opportunities to improve processes and customer experiences across Australia and New Zealand.

About Us

For more than 60 years, we've been dedicated to supporting travellers on their adventures, offering exceptional care and 24/7 medical assistance. Our world class travel insurance products, backed by a global network of medical and assistance providers, have helped more than 1.3 million travellers with an average of more than 13 repatriations a day around the world, caring for people in the moments that matter most.

What you'll be doing:

• Managing and resolving travel insurance (internal and external) complaints with impartiality and empathy.
• Liaising with customers, regulators (AFCA/IFSO), and internal teams to deliver transparent and timely outcomes.
• Conducting detailed investigations and provide clear, well-reasoned documented decisions.
• Undertaking root cause and cost-benefit analyses to spot trends and systemic issues to drive process improvements.
• Collaborating with internal departments such as product, claims, medical, and customer service to enhance processes and customer experience.
• Working to ensure compliance with industry codes, regulations, and internal dispute resolution standards.
• Maintaining accurate records of all complaints, monitoring complaint handling activities, investigation findings, decisions, and remedial actions.

What we're looking for:

• Experience investigating and resolving disputes within insurance or financial services.
• An established track-record liaising with Australian Financial Complaints Authority (AFCA) and Insurance & Financial Services Ombudsman (IFSO), and detailed knowledge of relevant regulatory frameworks (AU & NZ).
• Ability to interpret and apply policy wording to deliver fair and reasonable dispute resolutions.
• Strong communication, analytical, and decision-making skills.
• Ability to engage effectively with customers, and internal and external stakeholders.
• Keen attention to detail and ability to thrive in a fast-paced, customer-focused environment.
• Qualifications in dispute resolution, law, or a related field (desirable).

What's in it for you?

By joining Europ Assistance, you'll be part of a rapidly growing and successful Global organisation. You will also enjoy:

• Rewards and recognition - team recognition programs and company bonus scheme.
• Unrivalled career and development opportunities - continuous learning and collaborating with diverse teams, establishing systems and processes in a rapidly growing organisation.
• Modern, centrally located offices with exceptional transport connections.
• An exciting, enthusiastic and supportive team culture to give you everything you need to succeed.

Join a team where your fairness, professionalism, and commitment to great customer outcomes truly make a difference.