Remote Complaints & IDR Specialist

AS White Global; Metro Manila; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Great Place to Work

Medical care for you and your family

Flexible work setup

Annual performance reviews

Job summary

AS White Global is seeking a detail-oriented professional to manage end-to-end complaints and compliance activities in a fast-growing Insurtech setup. Based in Manila with Australian hours, you will coordinate with insurer partners, internal teams, and regulatory bodies to ensure fair outcomes and robust processes.

You will investigate complaints, perform root-cause analyses, and contribute to policy updates, controls, and training to strengthen governance and customer trust in a dynamic

Qualifications

• Minimum of 3 years' experience in complaints handling, dispute resolution, or compliance within the general insurance or financial services industry.
• Strong knowledge of RG271, the General Insurance Code of Practice, and AFSL obligations.
• Experience preparing regulatory and insurer complaints reporting, including ASIC IDR data reporting and insurer reporting requirements.
• Confidence using data, technology, and AI tools to support reporting, analysis, and continuous process improvement.
• Excellent analytical skills with strong attention to detail and accuracy.
• Strong written and verbal communication skills across stakeholders.
• Proven ability to manage competing priorities and meet deadlines.
• Experience delivering training or coaching to operational teams is desirable.

Responsibilities

• Manage end-to-end internal and external dispute resolution process to achieve fair and timely outcomes in line with regulatory requirements.
• Investigate customer complaints, perform root cause analysis, and implement corrective actions with internal teams.
• Act as primary escalation point for insurer partners and underwriting agencies; maintain relationships while resolving complex matters.
• Prepare and submit regulatory and insurer complaints reporting within required timeframes.
• Monitor regulatory changes; update policies, procedures, and controls to stay compliant.
• Support compliance monitoring, audits, and control testing to strengthen governance and reduce risk.
• Deliver complaints handling training and guidance to operational teams.
• Take ownership of end-to-end complaints and compliance framework to drive continuous improvement.

Skills

Dispute resolution

Regulatory compliance

Data analysis

Communication

Training/coaching

Job description

AS White Global is seeking a detail-oriented professional to manage end-to-end complaints and compliance activities in a fast-growing Insurtech setup. Based in Manila with Australian hours, you will coordinate with insurer partners, internal teams, and regulatory bodies to ensure fair outcomes and robust processes.

You will investigate complaints, perform root-cause analyses, and contribute to policy updates, controls, and training to strengthen governance and customer trust in a dynamic