1. Complaints Manager
- Providing immediate action to complaints being raised by customers and lodge/triage the emails within the 4-hour SLA to nor breach regulations and supporting dispute resolution specialists in terms of emails being received from Australia Financial Complaints Authority (AFCA); assisting onshore team in phone-taking when needed
2. Audit Calibration Specialist
- Performing monthly quality audits with the QA specialist to ensure that the existing checklist is at par with the current process which helps in determining the areas/parameters requiring improvements.
3. Breach Review
- Analyzing and providing an in-depth review of newly reported breaches by identifying the valid ones, recording them in the breach tracker, and referring them to business units to address non-compliance with the General Insurance Code of Practice, and capturing the non-valid breaches.
4. Knowledge Custodian
- Updating the existing desktop processes (DTP) in line with the most recent updates and cascading the changes to the team; also, track the dates for annual desktop process review to ensure there are no pending and overdue items.
