External Dispute Resolution Case Manager

2 months ago

Toowong, Australia Auto & General Insurance Full time

**External Dispute Resolution Case Manager**

**The role**
- To provide support and advice to internal stakeholders on both a case by case and issue-orientated basis.
- To be stakeholder advocates and provide trusted, thorough, impartial and empathetic dispute resolution.
- To manage the investigation and response to customer disputes received directly from the Australian Financial Complaints Authority (AFCA), aligned to both business and customer requirements, ensuring that all communication meets code compliance and regulatory timeframes.

**What experience you’ll bring**

**Knowledge**
- Working knowledge of relevant GICOP & RG271 legislative requirements.
- Working knowledge of internal & external dispute resolution processes.
- Working knowledge of AFCA processes.

**Experience**
- Previous experience in dispute resolution, either insurance or finance.
- Minimum of three years in dispute resolution role is highly regarded.
- Negotiation, mediation or conciliation experience highly regarded.

**Qualifications**
- Dispute resolution, negotiation, mediation or conciliation experience highly regarded.
- Legal background or insurance studies are highly regarded.
- General Insurance experience mandatory.
- Customer complaints experience mandatory.
- Claims experience desirable.

**Skills and Abilities**
- Proven problem-solving skills - the ability to investigate the information provided and break down problems and situations into simple lists of components and tasks.
- Proven decision-making skills - ability to make effective, competent decisions in a timely manner relevant to set timeframes and deadlines.
- Proven negotiation skills - taking ownership of customer disputes and producing win-win solutions for the customer and the business.
- Excellent communication skills - proven ability to address all customer issues and convey dispute outcomes in a confident and concise manner, both verbally and written.
- Time management skills - demonstrated ability to prioritise tasks and organise workload in an effective manner.
- Workload management skills - proven ability to manage variations in workload by identifying priorities.
- Analytical skills - ability to operate in a complex dynamic environment, make decisions, and recommend courses of action using data and customer information relevant to disputes.
- Customer Service skills - proven ability to deliver service that is committed to customer experience by delivering quality outcomes in required timeframes.
- Attention to detail—accurately record customer details and disputes and demonstrate accuracy in all aspects of the role.
- Managing changeability to recognise, understand and support the need for change and anticipate the impact on the team and the individual.

**Our Perks**
- **Location **- Toowong or North Lakes

**North Lakes**

This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities.

**Toowong**

Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues.

Conveniently based at Toowong Village Tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.

**The benefits of working at A&G**
- **Be rewarded**:

- we recognise high performance and reward our people for their hard work through bonuses and other perks.
- **Work flexibility - **with options to work from home two days per week.
- **Options for leave**:

- life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
- **Grow with us**:

- we’ve got learning and professional development opportunities to suit everyone.
- **Give back**:

- our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
- **Take care of yourself**:

- your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
- **Celebrate the wins**:

- we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
- **Save money**:

- as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

**About us**

Auto & General (A&G) is the fastest-growing major Motor and H

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