Insurance Dispute Resolution & Complaints Analyst

Cox Purtell; North Sydney Council; Hybrid; AUD 55,000 - 62,000; Full time

Job summary

Cox Purtell is seeking a Complaints & Customer Resolution Analyst in Sydney for a hybrid, contract role. You will investigate complaints, prepare IDR determinations and manage EDR responses across Australia and NZ, supporting fair customer outcomes.

The role requires strong analytical and communication skills, end-to-end claims understanding, and the ability to handle multiple cases with attention to detail within a compliance framework. Contract runs ASAP until 30 April 2027.

Qualifications

• Proven experience in complaints handling.
• Understanding of the end-to-end claims process.
• Strong written and verbal communication skills.
• High attention to detail and multi-case management.
• Ability to work autonomously and in a team.

Responsibilities

• Investigate and resolve customer complaints across insurance products.
• Prepare Internal Dispute Resolution (IDR) determinations.
• Manage External Dispute Resolution (EDR) responses (including AFCA).
• Liaise with regulators and internal/external stakeholders.
• Attend conciliation conferences and support dispute resolution outcomes.
• Conduct root cause analysis and identify trends and improvement opportunities.
• Identify and elevate compliance breaches, risks and potential legal issues.
• Maintain accurate records and regulatory reporting.

Skills

Complaints handling

Claims process understanding

Analytical skills

Communication skills

Attention to detail

Autonomous & collaborative

Job description

Cox Purtell is seeking a Complaints & Customer Resolution Analyst in Sydney for a hybrid, contract role. You will investigate complaints, prepare IDR determinations and manage EDR responses across Australia and NZ, supporting fair customer outcomes.

The role requires strong analytical and communication skills, end-to-end claims understanding, and the ability to handle multiple cases with attention to detail within a compliance framework. Contract runs ASAP until 30 April 2027.