Dispute Resolution & Compliance Officer

About the role

The Dispute Resolution & Compliance Officer will lead BizCover's complaints handling process and support the broader compliance function. Reporting to the Head of Risk and Compliance, you will work across all channels and geographies to ensure fair, timely outcomes for customers and meet regulatory obligations.

Key responsibilities

• Own the end‑to‑end internal dispute resolution (IDR) complaints process, from acknowledgement to root‑cause analysis and resolution, within RG271 and General Insurance Code of Practice timeframes.
• Manage external dispute resolution (EDR) complaints with AFCA (Australia) and FSCL (New Zealand), liaising with insurers and underwriting agencies.
• Act as escalation point for insurers on complex complaints and coordinate with Call Centre, Product and Technology teams to reduce future issues.
• Provide weekly/monthly complaints reporting, trend analysis and prepare bi‑annual ASIC IDR regulatory returns.
• Maintain complaints‑related policies, procedures and records, supporting the Quality Assurance framework.

Required profile

• Demonstrated experience in handling insurance complaints and dispute resolution.
• Strong knowledge of RG271, the General Insurance Code of Practice, AFCA and FSCL processes.
• Ability to conduct root‑cause analysis, produce detailed reports and train operational staff.
• Excellent stakeholder management skills with insurers, underwriting agencies and internal teams.

Required skills

What we offer

• Opportunity to work in a fast‑growing insurtech company operating in Australia, the United States and New Zealand.
• Collaborative team environment focused on delivering outstanding customer service.
• Professional development in risk, compliance and dispute resolution.