Complaints and Compliance Specialist (PPS Mutual) (Fixed Term Contract) at PPS

Minimum Requirements

Qualification:

• Matric.
• 4 year Bachelor’s Degree in Legal and/or business related studies or equivalent.
• Honours Degree will be advantageous.

Knowledge & Experience:

• Minimum 4 – 6 years' experience in compliance and/or disputes role (AFSL and/or ACL experience preferred).
• 2-3 years escalation management.
• Proven experience (minimum 4 - 6 years) of handling general insurance complaints, ideally across a broad range of products.
• Long term financial services product knowledge.
• Knowledge of regulatory bodies and guidelines such as APRA, ASIC, AOIC, AUSTRAC, ACMA.
• Experience in producing and submissions of reports.
• Proven Insights and trend analysis experience.
• Strong written and verbal communication skills, with the ability to build relationships and influence stakeholders.
• Self-motivated with the ability to manage workloads independently.
• Strong problem-solving skills and ability to identify risk areas and solutions.
• Ability to apply critical and analytical thinking and conduct in depth root cause analysis.

Communication:

• Is articulate and communicates in a logical way and structures information to meet the needs and understanding of intended stakeholders.
• Expresses opinions, information and key points of view clearly and assertively.
• Anticipates and responds appropriately to the needs, reactions and feedback of team members.
• Transparency in ensuring that key business capabilities are highlighted with a solution orientation approach.

Strategic Orientation:

• Complaint handling expertise: Proven experience (minimum 2 years) of handling general insurance complaints, ideally across a broad range of products. 
• Technical product knowledge: In addition to having handled complaints you will be able to demonstrate detailed technical knowledge in support of your experience. This will include knowledge of set approaches to certain types of compliance issues and complaints and understanding of aspects of different policy types and compliance issues relating to those products. 
• Regulatory and market awareness: Whilst you will be operating as a Compliance and Complaints Specialist, the PPS Mutual Operations teams do so much more than handle complaints. You will need to demonstrate a strong understanding of operating compliance frameworks, the General Insurance Code of Practice, as well as knowledge of both the AFCA and ASIC complaint handling processes. 
• Communications skills: You will have proven written and verbal communication skills and be able to articulate detailed and complex issues in a clear and concise manner.
• Reasoning / negotiation skills: You will show proficiency in investigating, drawing logical conclusions, and effectively articulating findings as well as a confidence in your knowledge and expertise. You should be able to present your findings whilst conveying your views of how a compliance issue should be resolved. You will be able to communicate and negotiate with people at all levels in order to ensure the correct case outcome is reached.
• Organisational skills: You will need to be pro-active, and capable of managing your own workload; adhering to deadlines and quality standards when doing so. 

Interpersonal and Intrapersonal Skills:

• Sense of urgency and highly accountable.
• Problem solving.
• Conflict resolution skills.
• Excellent relationship building skills.Attention to detail and high levels of accuracy.
• Highly organised.
• Energetic and enthusiastic.
• Self-motivated.
• Good communicator.
• Team player.
• Ability to work under pressure.

Duties and Responsibilities

• Investigate and resolve complaints through phone and written communication in a timely and empathetic manner.
• Managing escalated complaints and ensuring strict deadlines are met.
• Prepare and submit complaint reports monthly. 
• Assist in developing compliance and complaints handling processes and provide advice on regulatory matters.
• Manage relationships and liaise with internal and external stakeholders across departmental and cross country with PPS Mutual and NobleOak in Australia to ensure delivery of appropriate customer outcomes.
• Monitor and improve compliance processes, ensuring adherence to regulatory obligations within the call centre and operations.
• Prepare and check data for internal admin and compliance reporting.
• Maintain up to date complaint registers and complete all internal and external reporting (e.g. ASIC, AFCA) within the PPS Mutual Compliance Framework.
• Advise on incidents and breaches, offering solutions for remediation.
• Provide root-cause feedback to internal and external stakeholders, to ensure continuous business improvement is achieved.
• Analyse and provide guidance on regulatory obligations, ensuring compliance with APRA, ASIC, OAIC, AUSTRAC, FSC, and other regulatory bodies.
• Offer comprehensive guidance for compliance with evolving regulatory requirements.