Chubb celebrates diversity by fostering an inclusive, flexible and equitable workplace. We support applications from all members of our community and equitable access to our employment opportunities. We are open to discussing workplace flexibility in all our vacancies, to ensure we can attract the best candidates and accommodate individual needs, differences, disabilities and working arrangements. Please let us know if you require any adjustments to the recruitment process so we can support you to present your best self.

Chubb is a world leader in insurance. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. As an underwriting company, we assess, assume and manage risk with insight and discipline. We service and pay our claims fairly and promptly. The company is also defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London, Paris and other locations, and employs approximately 40,000 people worldwide. Additional information can be found at: www.chubb.com.

Your Role

This role will be part of the Complaints and Customer Resolution (CCR) Service and provides support to the AU and NZ CCR Service in data analysis, regulatory reporting, complaint registrations, and other administrative activities.

The deliverables include measurable and time-bound activities, where demonstrating the ability to multi-task and prioritize across all aspects of the role are key to its success.

Your Responsibilities:

Analyse complaints data to identify trends, insights, root cause analysis and outcome for product, claim and service improvement, as well as areas of improvement Ensure data integrity and quality by regularly auditing complaints processes and datasets. Report, analyse and track key metrics such as complaints volume, resolution timelines, root cause categories, uphold rates, and escalation trends. Support internal reporting for management, Executive Leadership Team, and Board of Directors in Australia & New Zealand Support external reporting requirements including submissions to industry bodies and regulators such as ASIC, ICA and FIC. Monitoring that new complaints are registered and acknowledged in accordance with Chubb policies, the General Insurance Code of Practice, the New Zealand Fair Insurance Code, ASIC RG 271 and allocated to analysts Assess and prioritise complaints based on their urgency and complexity to ensure allocation to analysts in a timely manner Collaborate with the complainant and relevant departments to obtain relevant information as a part of complaint triaging process Promptly report incidents and breaches identified  Handle any complaints fairly and promptly Assisting the Head of CCR and Deputy Manager with new starter training and ongoing training requirements Providing feedback to the Head of CCR and Deputy Manager in relation to the team and processes Monitoring and actioning CCR Service mailboxes  Monitors and performs initial assessment of incoming correspondence and directs to the appropriate area Continuous improvement of end-to-end processes and activities
  Minimum of 3 years of experience in data analysis, complaints management, or a related field Strong analytical skills and experience working with large datasets Proficiency in data visualization and reporting tools Strong communication skills to present data-driven insights clearly Proficient system user and process-orientated Business acumen skills and understanding of the fundamental components of a complaints department’s operation and its associated data System/claims process technical knowledge High level of attention to detail, time management and organisations skills Proficient technical skills in excel 

Applications Open: 09/05/2025
Applications Close: 09/06/2025
Employment Type: Permanent, Full-time
Salary Range: $85,000 - $95,000