Complaint Specialist

About the Company

Cover Genius is a Series E Insurtech that protects the global customers of the world’s largest digital companies including Booking Holdings, owner of Priceline, Kayak and Booking.com, Intuit, Hopper, Skyscanner, Ryanair, Turkish Airlines, Descartes ShipRush, Zip and SeatGeek. We’re also available at Amazon, Flipkart, eBay, Wayfair and SE Asia’s largest company, Shopee.

Our partners integrate with XCover, our award-winning insurance distribution platform, to embed protection for millions of customers worldwide each year. Our team and products have been recognized with dozens of awards including by the Financial Times who ranked Cover Genius as the #1 fastest growing company in APAC in 2020. Our diverse team across 20+ countries and many language groups commits itself to diverse cultural programs, in particular “CG Gives” which makes social entrepreneurs out of us all and funds development initiatives in global communities.

Our People are Bold, Authentic, Purposeful and Inspired  

Our People are not Perfect, Traditional, Complacent or Cautious 

About the Role

As a Complaints Specialist, you’ll take ownership of the end-to-end complaints handling process across all business verticals. You’ll play a critical role in ensuring customer concerns are managed with care, accuracy, and in compliance with AFCA, ASIC, and other regulations within the APAC region. The role involves working as a backup for the EU region so knowledge of evolving EU regulations (effective June 2025) is beneficial.

Success in this role requires a detail oriented, customer first mindset. You’ll work cross functionally with support, claims, legal, insurance, and partnership teams to resolve complaints efficiently while identifying root cause trends and delivering insights that drive continuous improvement. Regular collaboration with the Complaints Manager and Compliance team will be key to ensuring regulatory standards are met and exceeded.

Key Responsibilities

• Manage and resolve complaints across multiple verticals, ensuring fair and timely outcomes.

• Maintain full compliance with FCA, ASIC, EU, DOI & internal complaint-handling regulations.

• Ensure complaint cases are logged, tracked, and responded to within defined service timescales.

• Identify complaint trends and root causes; work with relevant teams to implement preventative actions.

• Identify issues that could pose a business or regulatory risk.

What you will bring:

• Solid understanding of global complaint-handling regulations (FCA, ASIC, EU, DOI).

• Experience managing complaint cases across multiple product lines or customer journeys.

• Knowledge of claims or insurance operations strongly preferred.

• Comfortable working with cross-functional teams and navigating complex issues.

• Prior exposure to regulated environments or customer remediation programs.

• Bachelor's degree in a relevant field, A postgraduate degree and/or record of academic achievement is also desirable.

What you will have:

• Strong attention to detail and ability to manage sensitive escalations professionally.

• Customer first mentality to address issues with empathy and patience.

• Skill in translating complex insurance terminology into plain English.

• Ability to identify trends from data and escalate key risks.

• Professional, calm approach to customer communications.

• Collaborative mindset with strong communication and influencing skills.

• Confidence in decision-making under pressure.

• A structured, proactive approach to documentation and process improvement.

Why Cover Genius?  

Cover Genius not only cares about being the best in our industry, we care about our team. We’re a business that understands life can be fluid and so we flex to ensure we provide the environment to suit that. What does that mean?  

• Flexible Work Environment - our teams are hybrid. We work from home on Wednesdays and Thursday and attend the office on Monday, Tuesday and Friday with flexibility around start/finish times.

• Global company, with the opportunity to work from any of our offices for 4 weeks a year.

• Employee Stock Options - we want our people to share in our success, we reward them with ownership for their contribution in creating a world-class company.

• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.

• Social Initiatives - pictures speak a thousand words!

• Sound interesting? If you think you have the best composition of the above, send us your resume and let's chat!

* Cover Genius promotes diversity and inclusivity. We don't tolerate discrimination, demeaning treatment of anyone, or harassment due to race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

By submitting your application, you acknowledge that we may collect, store and process your personal data for recruitment purposes. To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for three years from the date of your application.  For detailed information about how we handle your data and our use of AI, please review our full Privacy Policy.