AddressSo many reasons to CHUse CHU!
We're Australia’s first and leading Strata Underwriting agency, with a commitment to leading the way in our industry, through focusing on Artificial Intelligence & Technology, Diversity & Inclusion and Environmental Sustainability.
A career at CHU is a career of opporCHUnity. The opportunity to create, innovate and grow. When you join our team, you’re joining an industry leader with a track record for putting our people and our customers first. Despite being in 5 different locations across Australia, our hybrid working model and technology enables our people to be close-knit and connected.
All about CHU
CHU is part of the Steadfast Group; a top 200 ASX-listed company with $9.8 billion in total billings. As the market leader we protect over 100,000 residential strata properties across Australia, with almost half a trillion value insured. We are multi-award winners: back-to-back winners of the Underwriting Agency of the Year Award 2017-2018, 2021-2023 & 2019 winner of ANZIIF Excellence in Workplace Diversity and Inclusion.
Working with CHU
When you join CHU, you will join a friendly and supportive team who are committed to your wellbeing and engagement. To support and reward you, we offer:
- Work where suits you best - we offer an inclusive and flexible hybrid work model
- Real connection and interaction - we offer Company wide team & ConnecCHUn Days
- Hard work deserves recognition - competitive salary packaging and annual bonus scheme
- Grow your future savings - employer matched superannuation contributions
- Take the stress out of the unexpected – access extra flexible leave for life’s ups and downs
- Celebrate the joy of parenthood - 18 weeks paid parental leave
- We support your charitable work - paid volunteer days
- Cut your monthly costs - paid SCI, Life Insurance and Travel Insurance
- Grow with us - professional development and study assistance
- Support when you need it most – extensive health & wellbeing initiatives
- Diversify your experience - Work and Travel Adventure Program
- Family first - CHU are accredited as a Family Inclusive Workplace 2022/23
- You can be you - CHU are recognised as an Inclusive Employer 2023/24 by the DCA
For further information, head to our careers page here https://www.chu.com.au/work-with-chu/our-benefits/
About the role
The IDR Officer is responsible for the investigation, review and finalisation of all complaints across all business units in CHU. The role sits within the operations team and reports to the IDR Team Leader. The position plays a key role in identifying complaints, compliance, breaches and quality trends across all operations.
Day to day you will …
- Investigate verbal and written complaints, including identifying and reporting breaches
- Draft prompt, customer centric, logical, well explained, and comprehensive decisions
- Negotiate and compromise decisions where required to come to a timely and fair resolution
- Identify key trends and remedies to improve customer experience
- Adhere to General Insurance Code of Practice
- Review Financial Hardship applications
- Liaising with team leader to communicate gaps and training needs.
- Participating in weekly reporting to discuss workflow, incidents and complaints
Skills and Experience
The successful candidate will have the following knowledge and experience:
- Experience in complaints management, ideally within a financial institution or within AFCA.
- Strong problem solving and ability to think logically and analytically
- Displaying a win-win approach with all complaints
- Demonstrated high level of organisational and time management skills.
- Excellent communication skills (written and verbal)
- Knowledge of ASIC’s RG271 & General Insurance Code of Practice
- High attention to detail
Our commitment to you
At the heart of CHU’s company culture is recognition of the value our team members bring to the workplace through their individual backgrounds, culture, strengths, creativity, ideas, shared experiences and access to a flexible work environment.
Every applicant is assessed on what they can contribute to CHU and how they as individuals can enrich our workplace both now and in the future.
We are a neuro-inclusive and disability aware employer and encourage applicants to openly request any adjustments they need. We are committed to creating a psychologically safe recruitment experience. Requests can be sent to ***********@chu.com.au
