Client Care Specialist (Dispute/Complaint Resolution And Line 1 Compliance)

Role Purpose and Summary

The Client Care Officer is a member of NobleOak Line 1 Compliance team which we refer to internally as Client Care. The primary purpose of the role is the management of Internal Dispute Resolution (IDR) complaints.  This includes compliance with ASIC RG271 and Life Code complaints management requirements through communication (verbal and written) with complainants, maintaining records and IDR reporting to stakeholders and regulators.  The Client Care officer will also assist NobleOak Legal with External Dispute Resolution (EDR) complaints and support the Client Care Manager in other Line 1 Compliance requirements and reporting. . The Client Care Officer is a referral point in the operational business for all Vulnerable Customers, policy holders experiencing Financial Hardship and Family Domestic Violence and any customers requiring special or extra assistance from NobleOak during the life of their policy.

Key Accountabilities

• Client Interaction - IDR
  • Ensure all client complaints are handled efficiently, effectively and with the highest client focus and regulatory compliance.
  • Assisting with timely and accurate responses to all internal complaints from relevant regulatory bodies.
  • Providing recommendations to the Client Care Manager/Operational leaders in relation to unresolved complaints.
  • Provide assistance to clients who are experiencing vulnerabilities, financial hardship or family domestic violence.
  • Proactively identifying systematic causes of customer dissatisfaction and contributing to the development of solutions.
• Documentation & Reporting
  • Complaints Register – Maintain and update Gracie (Complaints Register), recording details of client interactions and complaint investigations and outcomes. -related activities. Ensure follow-up of agent remediation is completed and escalated where required.
  • Compliance Reporting – Prepare and distribute
    • Weekly. Monthly and Quarterly IDR reporting to internal and external stakeholders.
    • Attend and complete minutes of claims determinations from claim review committee (CRC) meetings.
• Compliance Process – Manage internal \dispute resolution process for complaints and assist in EDR complaints management.
• Training & Awareness – Conduct training sessions for internal teams to enhance awareness of complains management and vulnerable customer policies and procedures. Keep iCompliance Monitoring – Contribute to internal audits reviews and investigations of business units and work streams to ensure compliance with standards and regulations.
• Compliance Projects – Assist the Client Care Manger and Line 2 Risk team in the implementation of compliance initiates and regulations.  e.g. Life Code, CALI Guidance, Privacy, Fraud and Corruption.

Key Responsibilities

• Accurate Documentation - Maintain accurate compliance documentation and records at all times.
• High Quality and Accurate Communication - Communication with internal stakeholders, monitoring information and provide general help across the Compliance team when required.
• Stakeholder Management - Build lasting relationships with internal stakeholders with the aim of providing constructive and accurate feedback on compliance related matters.
• Process Improvement - Drive the design and implementation of process improvement and automation in regards to the collection, handling and reporting of complaints data.
• Continuous Improvement - Take part in training and other learning opportunities as required to expand knowledge and understanding of compliance practises and risk management across the business.
• Projects and Team Support - Risk management project work and risk reporting activities as required. It will provide support across the whole R&C team and wider NobleOak.
• Delivery focus - Strive to meet or exceed all metrics and KPIs.
• Culture Champion - Like all NobleOak roles, this role must be a strong ambassador and champion of the NobleOak high performance culture and brand values. Always displaying positivity, energy and integrity, taking responsibility for actions and building on a positive and engaging diverse team dynamic. 

Capabilities

• Knowledge of Line 1 Compliance and Risk Management processes and requirements.
• Proven experience in IDR complaints management including the drafting of IDR responses to complainants.
• Knowledge of Life Insurance Products including Income Protection, Trauma and Total Permanent Disability (TPD) is highly regarded.
• Working knowledge of Australian Standard on Complaints Handling AS4903,
• Excellent organisational and multi-tasking skills, with the ability to follow set processes.
• Strong attention to detail and critical thinking skills.
• Strong attention to detail and proven analytical/problem solving skills.
• Excellent verbal, written, interpersonal and negotiation communication skills.
• A positive and self-motivated person.
• A strong focus on quality.
• Good time management and organisation skills.
• Ability to operate in a fast paced, team environment.

Experience & Qualifications

• 1 – 2 years’ experience in a Life Insurance .
• At least 2 years experience in IDR/EDR management or dispute resolution.
• Working knowledge of tools, methods, and concepts of Compliance and Risk management.