Internal Dispute Resolution Case Manager

2 months ago

Toowong, Australia Auto & General Insurance Full time

Are you ready to make a real impact? Join our dynamic Customer Advocacy and Assurance team, where you'll be the driving force behind resolving customer disputes.

**The role**

Join our dynamic Customer Advocacy and Assurance team, where you'll be the driving force behind resolving customer disputes. In this role, you'll blend strategic thinking with empathetic communication, ensuring that both business objectives and customer needs are met with precision. Your mission, should you choose to accept it, is to deliver exceptional, impartial, and compassionate dispute resolutions while guiding internal stakeholders with your expertise.

This is a full-time, permanent role with the option to be based in our vibrant Toowong or North Lakes office.

**Position Accountabilities**

**What You'll Be Doing**:

- Dive into level 2 IDR complaints, crafting responses that reflect our business values and customer-centric approach.
- Priorities complaints where customer vulnerability has been identified and tailor support where needed.
- Negotiate solutions that satisfy both the customer and the business, turning challenges into opportunities.
- Maintain meticulous records of all customer disputes, ensuring data integrity and accuracy.
- Use your judgment and discretion to resolve disputes effectively, balancing business and customer needs.
- Consistently meet quality audit benchmarks and uphold privacy, code compliance, and legal standards.
- Engage with customers through thoughtful written and verbal communication, resolving issues with confidence.

**Qualifications and Experience**

**What You’ll Bring to the Table**:

- Experience in negotiation, mediation, or conciliation is highly valued.
- Previous experience in Internal or External Dispute Resolution is a significant plus but not an essential skill.
- A solid background in General Insurance or handling customer complaints is essential.
- Exceptional attention to detail and accuracy in recording and managing dispute information.
- Proven problem-solving skills with the ability to investigate and analyse information impartially.
- Outstanding communication skills, both written and verbal, to articulate dispute outcomes clearly and effectively.
- Capability to navigate complex environments, prioritise tasks, and manage workloads efficiently.
- Decision-making process and the ability to recommend actions based on data and customer insights.

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

**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 Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - I

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