Customer Resolution and Assurance Specialist

The 'Apply with SEEK' option will be utilized for International applicants, mainly Australia. If this does not apply to you please use the 'Apply' option.

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Make an Impact Through Resolution and Improvement

This newly created role has been designed to help build a new dedicated complaints handling function.

These roles will enhance Sedgwick’s ability to address issues swiftly, meet regulatory and client expectations and deliver consistent, high-quality outcomes.

This unique opportunity blends dispute resolution with assurance, allowing you to make a meaningful difference for customers while shaping service improvements. If you thrive in a fast paced, customer driven environment, this role is your chance to apply your problem solving, analytical and insurance/claims management skills to drive impactful outcomes.

Your accountabilities:

• Investigate, manage and address customer complaints within service levels, ensuring outcomes are fair, consistent, and aligned with business, regulatory, and customer expectations. Use data analysis, legislative review, stakeholder engagement, and clear written and verbal communication (including empathetic conversations) to deliver outcomes

• Ensure all communications and decisions meet regulatory, legislative and client contractual requirements. E.g. GICOP, ASIC RG 271 and client contracts.

• Analyse complaint and quality assurance (QA) data to identify systemic issues, recommend improvements, and enhance client/customer outcomes. Track and report on QA performance, highlighting key findings and development priorities.

About you:

• Prior dispute resolution or customer complaints experience within a claims environment

• Exposure to de-escalation techniques and resilience in managing complex cases

• Analytical mindset with the ability to draw actionable insights from Sedgwick data

• Working knowledge of GICOP, Insurance legislation, RG 271 and ASIC reporting requirements

• Commitment to customer centric, fair and efficient resolutions

Caring Culture

It’s at the heart of everything we do, and we show we care by living our core values: Empathy, Accountability, Inclusion, Collaboration, and Growth. By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Sedgwick is an equal opportunity employer, recognized by the Diversity Council of Australia. We're committed to fair and accessible recruitment. If you need special accommodations, please let us know when applying.

If you are successful in joining our team, you will be required to complete reference checks, mandatory background checks, including a police check and work rights.
 

Why Sedgwick?

Sedgwick is the global leader in claims administration, loss adjusting, benefits administration, and product recall. We are committed to providing excellent service to our clients and are passionate about helping them through difficult times.

Every day, our colleagues are working to make the world better. They’re helping people recover after an injury or illness. They’re assisting with damage from a natural disaster. They’re even giving back to others in their spare time, championing over 500 charities in communities around the world, and counting.

Whether you’re in loss adjusting, claims, customer service, nursing, engineering, IT or another specialty, there’s a place for you here to be a force for good.

Some of the Benefits of working with us are:

• Hybrid working arrangement. #LI-Hybrid

• Sedgwick Australia University – access to more than 15,000 courses on demand and opportunities to continue formal education

• +0.5% on top of Superannuation Guarantee

• Domestic and International Career Pathways

• Sedgwick Colleague Resource Groups – international, cross-functional, colleague-led groups aimed at fostering an inclusive workplace

Sedgwick is an Equal Opportunity Employer.

If you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.