The Company
MDA National is a not-for-profit doctor’s mutual, also known as an MDO (Medical Defense Organisation). We exist solely to protect our members at every stage of their career and promote good medical practice throughout Australia. We have been supporting medical practitioners to keep on practicing with confidence since 1925. Remaining true to our ‘doctors for doctors’ ethos, we are owned and governed by doctors, caring for the wellbeing and interests of doctors.
We take pride in a workplace culture focused on people, collaborative relationships, and continuous improvement. With our commitment to personal growth and development, great leaders, and passion for excellent member service, we provide an environment which encourages you to be the best version of yourself.
The Role
A Sydney Based Role, Part-Time, 0.6FTE. – Please Only Apply If You Currently Live In Sydney. This is not a remote role.
The Complaints Officer is responsible for the independent investigation and response to external complaints and grievances and for managing the relationship with the Australian Financial Complaints Authority. They are also responsible for providing education and support to Line 1 business stakeholders to enable requirements of RG271 to be met.
Key Deliverables and Responsibilities
- Embed the organisation’s revised Complaints Management Policy and Procedure across all business areas, ensuring consistent application and adherence.
- Review and report ASIC data to inform management and regulatory reporting.
- Lead continuous improvement initiatives, building and enhancing complaints processes and frameworks focused on driving operational excellence.
- Investigate and respond independently to external complaints and grievances, specifically AFCA medical indemnity disputes.
- Conduct independent reviews and provide objective assessments to AFCA for externally lodged complaints, maintaining a strong working relationship.
- Collaborate with business leaders to foster a positive complaints culture and support the delivery of regulatory requirements.
- Work closely with the Compliance team to ensure complaints management processes align with regulatory obligations and internal risk frameworks.
- Guide the business on proper complaint management practices and implement frameworks to measure the effectiveness of the Internal Dispute Resolution (IDR) process.
- Manage non-retail complaints, ensuring timely and compliant resolution.
- Provide guidance, insights, and education to Line 1 business stakeholders to ensure compliance with RG271 and best practice complaints management.
- Ensure complete and accurate recording of complaints and reporting to relevant authorities and management.
Skills, Experience and Qualifications
- 5+ years’ experience, preferably within the financial services sector.
- Experience in customer-facing roles and complaints management, including responding to AFCA complaints.
- Legal qualification preferred.
- Strong understanding of professional indemnity product offerings, product disclosure, underwriting processes, risk appetite, and claims management.
- Demonstrated ability to build and implement complaints processes and continuous improvement frameworks.
- Proven leadership skills in driving a positive complaints culture and collaborating effectively across business units.
- Collaborative team player with excellent interpersonal and stakeholder management skills.
- Strong written and verbal communication skills, with the ability to prepare clear, concise, and professional reports and correspondence.
- Proactive mindset with a positive attitude and strong work ethic.
- Adaptable and flexible approach to work.
- High attention to detail and strong analytical skills.
- Experience collaborating with Compliance and Management to ensure regulatory and risk alignment is highly desirable.
What’s on offer?
- Attractive remuneration.
- Fantastic opportunity to join a well-established organisation with an outstanding team culture.
- Contemporary approach to staff development.
- Commitment to flexible working including a hybrid working environment.
- Modern St Leonard’s Office Location
- 24/7 access to Employee Assistance Program.
- HBF health insurance discount option.
- Generous health & wellbeing allowance in addition to salary package.
- Income protection insurance.
- 1 week of MDAN Additional Leave days per annum.
- Up to 10 weeks Paid Parental Leave.
- Opportunity to purchase 2 weeks additional leave per year.
How to Apply
Please click the ‘Apply’ button and upload a copy of your CV.
Please also endeavor to include a cover letter as we are interested in getting to know as much about you as we can via your application!
For further information on MDA National’s work, culture and values, please visit:
Our website: https://www.mdanational.com.au/
Our social media: https://www.linkedin.com/company/118617/
To obtain a copy of the position description or to speak about this role in greater detail, please contact Nick Prest via email at humanresources@mdanational.com.au.
