This is a Complaints Officer role with ClearView Wealth based in Sydney, New South Wales, Australia

This role is accepting applications on Hatch. Follow the "Apply" link to create a Hatch profile and "Send a Match Request" for this job.

ClearView is an ASX-listed Life Insurance company committed to delivering quality financial services and solutions to its clients. We pride ourselves on maintaining a high standard of governance, transparency, and customer satisfaction. As a Complaints Officer, you will play a crucial role in supporting the business to manage and resolve complaints effectively while adhering to our internal frameworks and compliance standards.

We are seeking a Complaints Officer to assist in the effective management of complaints within ClearView. This role is part of the Legal, Risk and Compliance team, primarily focusing on complaints regarding life insurance products and related services. You will work closely with internal teams to ensure complaints are addressed in a timely, efficient, and customer-centric manner, all while complying with legislative standards. You will report directly to the Senior Manager, Complaints. This is an excellent opportunity for someone who wants to build their career while helping customers in the financial services industry.

This role is a 12 month contract, working 4 days per week.

Key Responsibilities:

Complaints Handling:

• Manage complaints received through multiple channels, including the Contact Centre, direct emails, and complaints from financial advisers.
• Work within set timeframes to ensure complaints are resolved quickly and efficiently.
• Ensure complaints are handled in chronological order where necessary, particularly during high volumes.
• Managing the triaging complaints and collaborating with the business to identify suitable solutions for customers.
• Support the Senior Manager, Complaints by managing routine complaints and assisting with escalating more complex issues.
• Provide input into identifying systemic issues or recurring themes in complaints, sharing insights where applicable.

Customer Service & Initiative:

• Demonstrate strong customer service skills, responsiveness, and listening skills.
• Resolve complaints independently where possible, while maintaining clear communication with customers and internal teams.
• Deliver excellent customer service by interacting respectfully and empathetically with complainants.
• Ensure all responses are clear, concise, and align with ClearView's customer service standards.

Process & Reporting:

• Maintain and update the complaints register and relevant documentation.
• Assist in evaluating complaints activity, identifying trends, and supporting process improvements.
• Ensure compliance with service standards, the Life industry Code of Practice, and relevant legislative requirements.
• Help prepare reports on complaints for internal use, highlighting any key issues or insights.

Internal Collaboration & Support:

• Collaborate with internal teams, especially Operations and Claims, to support the complaints handling process.
• Serve as the point of contact for internal queries related to complaints, providing necessary support.
• Participate in training initiatives aimed at improving the complaints process across the business.

Key Requirements

• Experience in complaints handling, customer service, or a similar role is highly regarded.
• Life insurance or financial services experience preferred but not essential.
• Conflict resolution, problem-solving skills, and the ability to de-escalate issues are key.
• Strong communication skills (both written and verbal), with the ability to manage customer interactions professionally.
• Excellent organisational and time management skills with the ability to meet deadlines and manage multiple priorities.
• A collaborative mindset and the ability to work effectively as part of a team.
• Strong attention to detail, with the ability to follow processes and ensure compliance with industry codes and regulatory standards.

Why ClearView Wealth is partnering with Hatch on this role: Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with ClearView Wealth, not with Hatch.