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Dispute Resolution Specialist

2 months ago

Toowong, Queensland, Australia Auto & General Full time
About the Role

We are seeking a highly skilled and experienced Dispute Resolution Specialist to join our dynamic Customer Advocacy and Assurance team at Auto & General. As a key member of our team, you will play a critical role in resolving customer disputes in a fair, impartial, and compassionate manner.

Key Responsibilities
  • Dispute Resolution: Dive into level 2 IDR complaints, crafting responses that reflect our business values and customer-centric approach.
  • Complaint Prioritization: Priorities complaints where customer vulnerability has been identified and tailor support where needed.
  • Negotiation and Resolution: Negotiate solutions that satisfy both the customer and the business, turning challenges into opportunities.
  • Record Keeping: Maintain meticulous records of all customer disputes, ensuring data integrity and accuracy.
  • Dispute Resolution: Use your judgment and discretion to resolve disputes effectively, balancing business and customer needs.
  • Quality and Compliance: Consistently meet quality audit benchmarks and uphold privacy, code compliance, and legal standards.
  • Customer Engagement: Engage with customers through thoughtful written and verbal communication, resolving issues with confidence.
Requirements
  • Experience: Experience in negotiation, mediation, or conciliation is highly valued.
  • Background: A solid background in General Insurance or handling customer complaints is essential.
  • Skills: Exceptional attention to detail and accuracy in recording and managing dispute information, proven problem-solving skills, and outstanding communication skills.
  • Capabilities: Capability to navigate complex environments, prioritise tasks, and manage workloads efficiently.
About Us

Auto & General 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. We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer.