Complaints Team Leader

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

Why work with Assurant?

Assurant redefines the boundaries of protection - safeguarding and servicing connected devices, homes, automobiles, and commercial equipment in partnership with the world’s most successful brands.

When you join Assurant, you will be part of a community that cares. A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.

With more than 100 years’ industry expertise, we are trusted by over 300 million consumers worldwide. We support global businesses that are advancing the connected world for their customers, making technology more accessible and eco-friendly.

Some of the benefits you'll get working at Assurant include:

• International and Local mentoring programs
• Two recharge days, and a cultural day annually to support work/life balance and celebrating what's important to you
• Discounted Employee Share Purchase Program
• Diversity panels and employee resource groups
• 10 weeks company paid parental leave including superannuation contributions while on unpaid leave
• Development programs and support for higher education
• Novated vehicle leasing
• Volunteering leave to give back to the communities we serve
• Hybrid work model

What's the role about?

Based in our Hawthorn East office, the Complaints Team Leader is responsible for leading the complaints function by managing complex disputes and exercising final IDR decision-making authority. By providing leadership, coaching, and development to a team of Complaints Officers, the Complaints Team Leader is to ensure compliance with set service level and regulatory requirements (ASIC RG271, AFCA guidelines) and delivering fair, timely, and customer-focused outcomes.

As a key point of contact for external clients on escalated claims, this role will be responsible for ensuring clear communication and resolution on these claims in a timely manner.

Some of the day-to-day responsibilities include:

• 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, identifying and implementing 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.
• Contribute to policy reviews, training and quality assurance initiatives.
• Achieve the required standards of performance against all relevant SLAs and KPIs.
• Lead, coach, develop and motivate team of complaints officers.
• Allocate workloads, monitor performance, and conduct regular reviews.

Does this sound like you?

• 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 the use of Microsoft applications (Word and Excel) and CRMs
• Proven leadership and people management skills
• Analytical and practical skills; applying theoretical or practical knowledge to new situations and problems
• Strong decision making and problem-solving skills
• High level of dispute resolution skills
• Demonstrates ability to work effectively in a team environment
• Excellent communication, negotiation, and conflict resolution abilities

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions,sexualorientations,gender identities,ages,experiences,and abilities, we’re able to better reflect the global communities where we live and work.By working to remove barriers, we ensure equity for everyone.The pursuit of inclusion rests with each of us. Because it’s only by listening toand representing the unique voices of every individual that we can innovate for all.

If you need a reasonable accommodation or adjustment at any stage of the hiring process, please contact us. We are committed to ensuring an accessible and equitable experience for all candidates.

For further information about Assurant, please visit our website at https://www.assurant.com/