Complaints & IDR Officer

BizCover has small businesses’ backs when it comes to insurance. Small businesses need insurance to protect their livelihoods, in a fast, easy-to-understand format – and that is why they need BizCover. Our technology lets customers compare quotes from our insurance partners and buy insurance in minutes. We take out the jargon and make it simple, and through our partnerships with leading insurers we offer competitive prices to help businesses save. Our people are enthusiastic experts who work hard to deliver outstanding service to our customers.

We opened our doors in 2008 and now operate in Australia, the United States and New Zealand, and are growing rapidly so we can help more small businesses with their insurance. A big shout out to our insurance partners, including AIG, Berkley, Chubb, DUAL, HDI, Lloyd’s of London, QBE, Hollard and Vero.

About the team-

The Risk and Compliance team does what its name suggests – we advise the business on risk strategy and mitigation and on our compliance obligations. Reporting to the Head of Risk and Compliance, you will work in a team responsible for Quality Assurance, Dispute Resolution and the Compliance function across all BizCover channels and geographies.

The Role-

Reporting to the Head of Risk and Compliance, the Complaints & IDR Officer has two main accountabilities: leading BizCover's complaints handling process and driving continuous improvement, and supporting the management of compliance risk.

The role owns dispute resolution, working with stakeholders across BizCover to deliver fair, timely outcomes for customers, and is the trusted contact for insurer partners on escalated complaints. It also supports compliance more broadly, helping BizCover meet its regulatory and AFSL obligations by keeping compliance, monitoring, supervision and risk frameworks in place and adhered to.

Complaints (Internal and External Dispute Resolution)

Take ownership of the end-to-end IDR complaints process – acknowledgement, investigation, root-cause analysis and resolution – within RG271 and General Insurance Code of Practice timeframes.

·     Complaints (Internal & External Dispute Resolution)

• Manage EDR complaints (AFCA in Australia, FSCL in NZ) to resolution, liaising with insurers and underwriting agencies.
• Act as escalation/liaison point for insurers and underwriting agencies on escalated matters.
• Run root-cause analysis with Call Centre, Product and Technology teams to reduce future complaints.
• Train call centre and operational staff on complaints handling and RG271 obligations.
• Provide weekly/monthly complaints reporting with trend and root-cause analysis for leadership.
• Prepare and submit regulatory returns (biannual ASIC IDR report under RG271), insurer/underwriting reporting under binder agreements, and CGC data.
• Maintain complaints records and support the QA framework and Complaints Detection process.

Compliance (Complaints)

• Maintain complaints-related policies and procedures, aligned with RG271, GICOP and AFSL obligations.
• Monitor and report on complaints-handling compliance, and prepare action plans for related risks.
• Support control testing, audits and remediation of complaint incidents to prevent recurrence.
• Monitor regulatory change affecting complaints handling (RG271, GICOP, insurer/Lloyd's, NZ) and assess the impact on BizCover.

• Hybrid Flexibility: If you are located in Sydney, enjoy a flexible schedule with three days working from the office and two days from home.
• Vibrant Team Culture: Join an energetic, supportive and rewarding workplace with plenty of fun throughout the year from end-of-year and mid-year parties to monthly drinks, cultural celebrations, and so much more!
• Exclusive Perks: Unlock discounts and special offers through our amazing staff app.
• Our charity program proudly partners with One&All, offering employees unique opportunities to contribute, connect and benefit from giving back.
• Dress for Success: Business-casual dress code for a relaxed but professional vibe.
• Room to Grow: Join a growing company that truly offers career progression opportunities.