Complaints & Dispute Resolution Officer

2 weeks ago

Sydney, Australia Munich Re Full time

**Complaints & Dispute Resolution Officer**:
Career Level 3

**Location**
Sydney, Australia

Reporting in to the Legal & Compliance Manager for Great Lakes Australia (GLA), this opportunity is responsible for the oversight of all complaints and dispute matters. GLA is the Australian branch of Great Lakes Insurance SE (GLISE) and is a wholly owned subsidiary of the Munich Reinsurance Company.

Your job
- Provide advice and direction to intermediaries and Third Party Administrators (TPAs) regarding the handling of complaints
- Manage the end to end Great Lakes complaints process across IDR and EDR
- Develop and implement a dispute reporting framework to identify and report on trends and root cause issues
- Develop a system that will enable the capturing and reporting of all disputed (IDR and AFCA matters) and declined claims at both MGA/TPA and GLA level
- Liaise with the External Dispute Resolution Service as required to represent Great Lakes
- Ensure that GLA websites are kept up to date incorporating all relevant changes to regulations and code of practice
- Jointly undertake with claims reviews of IDR processes and matters at GLA’s distribution partners, MGAs and TPAs
- Provide support to the Chief Risk Officer and Legal & Compliance Manager

**Profile**:

- 3+ years experience as a Dispute Resolution Officer with a general insurer
- Ability to respond in writing to complex cases and deal with sensitive issues
- Experience in liaising with the External Dispute Resolution Service
- Understanding of the latest legal and AFCA decisions including excellent knowledge of the General Insurance Code of Practice and Insurance Contracts Act

**Our Benefits**
- We have many attractive benefits to offer you, including 16% superannuation
- Enjoy increased annual leave entitlements
- Flexible working conditions

About us

You will work in an environment where we aspire to think big: Change and culture are challenged. We communicate a compelling and shared purpose and direction. We pave the way towards success and see failure as learning.

You are going to experience that we care & dare: We are empathetic. We know when to lead and know when to let others lead. We attract, grow and coach future leaders.

We aim to communicate in a clear & authentic way. We solicit feedback, ask and listen, learn and unlearn.

We lead the We: We have a passion for winning and growing as a team. We inspire people to deliver a joint performance. We create an inclusive environment where different thoughts, generations, cultures and experiences are valued and encouraged.

Sarah Burgess

Talent Manager-
At Munich Re, we embrace and value the interaction of diverse backgrounds, experiences, perspectives and thought. This interaction is our foundation. Of our open culture and spirit of partnership. Of how our teams are built and cultivated. Of how we are supported and developed. And at the centre of this interaction is each of us.

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