Dispute Resolution Specialist

1 week ago

Sydney, Australia Australian Financial Complaints Authority Full time

**About the opportunity**:
As a Dispute Resolution Specialist in General Insurance, you will leverage your expertise in negotiation, conciliation, and case work investigation to ensure fair and efficient resolution of financial complaints. Working alongside a dedicated team, you will review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm. Your objective will be to impartially negotiate fair outcomes, ensuring that all parties involved in the general insurance industry are satisfied with the resolution.

In this role, you will have the opportunity to:

- Review and investigate complaints from consumers and small businesses
- Gather information and understand the core issues of the complaints
- Determine key issues and gather further information from complainants and third parties
- Mentor and provide guidance to staff members in complaint resolution and casework management, ensuring consistent high-quality service.

The kind of complaints you would review will be across:

- Domestic Insurance such as home and contents for car insurance
- Travel or ticket insurance
- Pet insurance
- Sickness or accident insurance
- Strata title insurance
- Small business insurances including farm insurance

**About you**:
To be successful in this role, you'll come equipped with:

- A strong commitment to fairness and excellence in customer service.
- Relevant qualifications and/or experience in the general insurance, legal, or alternative complaint resolution sectors.
- Exceptional analytical and problem-solving skills, enabling you to make logical decisions.
- The ability to draft comprehensive decisions and effectively communicate complex concepts in plain English.
- Excellent interpersonal and communication skills, essential for conducting successful conciliations and negotiations.
- A deep commitment to effective complaint resolution and delivering high-level customer service.
- An interest or experience in law and/or alternative complaint resolution.

**What's on offer**:

- **BOSS Best Places to Work 2023**:

- placing at number five in the Banking, Superannuation and Financial Services Category and credited for its culture, engagement and flexible working arrangements.
- **Accredited as a Family Friendly Workplace**:

- **Permanent, full-time and secure role **in a for-purpose organisation committed to helping the community.
- **Work-life balance and flexibility, **so you can work in a way that best suits you and your family.
- **Hybrid working **from home and our conveniently located CBD offices, with state-of-the-art technology and facilities designed for flexibility, collaboration, and wellbeing.
- **Progressive, flexible and **inclusive **leave entitlements, **including 18 weeks paid parental leave, paid gender affirmation leave, extra personal leave and paid time off over Christmas. Plus, study leave to support your professional development.
- **Competitive remuneration **in addition to salary packaging and novated leasing options.
- **Free wellness initiatives **to support you to be your best. From yoga and mindfulness classes to annual skin checks and flu vaccinations, we always strive to support our people to be happy and healthy.
- **Free Employee Assistance Program **for you and your immediate family members. Our external partner is a leading provider of wellbeing and mental health support services. We offer unlimited access to professional support including confidential counselling, wellbeing coaching, financial coaching, dietary and nutrition consultations and introductory legal advice.
- **Professional development **is supported and encouraged, so your career continues to grow as you enhance your technical and leadership skills and capabilities.

**Life at AFCA**:
Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish

We work flexibly at AFCA and encourage you to talk to us about how this role can be flexible for you.

AFCA is a 2024 Circle Back Initiative Employer - we are committed to responding to every applicant.

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