Complaints Team Lead — IDR & Escalations Expert

Assurant, Inc.; Melbourne; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

International and Local mentoring

Two recharge days and cultural day

Discounted Employee Share Purchase

Diversity panels and ERGs

Parental leave with superannuation

Development programs and higher-Ed

Novated vehicle leasing

Volunteering leave

Hybrid work model

Job summary

Assurant, Inc. in Hawthorn East is seeking a Complaints Team Leader to guide the complaints function and make final IDR decisions. You will coach a team of officers, ensure RG 271 and AFCA compliance, and deliver fair, timely outcomes for escalated claims.

Lead communication with external clients on escalated cases, drive process improvements, and report trends to senior management in a hybrid work model.

Qualifications

• Minimum 3 years experience in complex complaints handling, IDR, customer resolutions or similar roles.
• Insurance, financial services or similar regulated industry experience is advantageous.
• RG 271 and AFCA exposure is highly desirable.
• Proven client relationship management skills.
• Proficiency in Microsoft Word and Excel and CRMs.
• Proven leadership and people management skills.

Responsibilities

• Oversee complex and escalated complaints through to resolution.
• Make final decisions on IDR cases in line with regulatory and internal standards.
• Ensure compliance with RG 271, AFCA guidelines, Privacy Act, and internal policies.
• Monitor complaint trends for systemic improvements and data driven process improvements.
• Collaborate with internal and external teams to resolve systemic issues and/or escalated complaints.
• Prepare reports on complaint volumes, trends, and root causes for senior management.
• Lead, coach, develop and motivate team of complaints officers.
• Allocate workloads, monitor performance, and conduct regular reviews.

Skills

Leadership

Dispute resolution

Communication

Decision making

Analytical skills

Team development

Tools

CRM software

Microsoft Word

Microsoft Excel

Job description

Assurant, Inc. in Hawthorn East is seeking a Complaints Team Leader to guide the complaints function and make final IDR decisions. You will coach a team of officers, ensure RG 271 and AFCA compliance, and deliver fair, timely outcomes for escalated claims.

Lead communication with external clients on escalated cases, drive process improvements, and report trends to senior management in a hybrid work model.