About us
Blue Zebra brings together the strength of multiple insurers under one roof. The result? A broader range of cover, better value, and smarter solutions for individuals, families, businesses, and farms across Australia. From residential investment and domestic cover to commercial, farm, personal accident, and sickness insurance, we make it easier to protect what matters — without unnecessary complexity.
About the role
Reporting to the Complaints & Dispute Resolution Manager, the Complaints Officer is responsible for managing customer complaints end-to-end, from receipt through to resolution, including the preparation and coordination of Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) submissions. Key duties include:
- Manage complaints from receipt to resolution, ensuring all matters are handled in line with regulatory and internal requirements.
- Conduct thorough investigations, assess matters against policy terms, evidence, and regulatory obligations, and deliver defensible outcomes.
- Prepare clear, compliant written responses and formal submissions for AFCA and other external bodies.
- Maintain accurate and complete records within complaint management and GRC systems.
- Communicate professionally and empathetically with customers and stakeholders throughout the complaint lifecycle.
- Identify trends, systemic issues, and improvement opportunities arising from complaints to support governance and customer outcomes.
- Support the delivery of fair customer outcomes and contribute to continuous improvement initiatives.
About you
- Working knowledge of ASIC RG 271, the General Insurance Code of Practice, and AFCA processes.
- Certificate IV in General Insurance or higher (desirable).
- Relevant tertiary qualification in law, insurance, compliance, risk, finance, or a related discipline (desirable but not mandatory).
- Understanding of insurance or financial services complaints handling frameworks.
- Familiarity with complaint management systems and regulatory reporting requirements.
- Proven experience in complaints handling or IDR within insurance or financial services.
- Experience in insurance-based complaints handling is desirable; candidates with strong remediation experience from other financial services sectors are encouraged to apply.
- Demonstrates resilience, professionalism, and sound judgement in complex and sensitive matters.
- Customer-focused, collaborative, and committed to continuous learning.
- Capable of working autonomously while managing competing priorities.
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills.
- High organisational capability and attention to detail.
- Ability to manage multiple matters concurrently and meet regulatory timeframes.
- Effective conflict resolution and complaints management skills.
Why us?
At Blue Zebra Insurance, complaints handling is a critical part of delivering fair customer outcomes and meeting regulatory obligations. You will join an organisation that values independent thinking, strong governance, and evidence-based decision-making. The role offers exposure to a broad range of complaints, meaningful stakeholder engagement, and opportunities to contribute to systemic improvements that make a real difference.
