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Dispute Resolution Specialist

2 months ago

Brisbane, Queensland, Australia eFinancialCareers Ltd. Full time

About the Role

We are seeking a highly skilled Dispute Resolution Specialist to join our team at eFinancialCareers Ltd. As a key member of our organization, you will be responsible for resolving customer complaints in accordance with external dispute guidelines, policies, and procedures.

Key Responsibilities

  • Resolve customer complaints in a professional and empathetic manner, ensuring timely updates and effective communication.
  • Collaborate with internal stakeholders, including Claims, Legal, Underwriting, Product, Risk, and Compliance teams, to ensure complaints are handled in accordance with company policies and regulatory requirements.
  • Develop and implement solutions to resolve customer complaints, including compensation, corrective actions, and process improvements.
  • Monitor and meet key performance indicators related to complaint resolution, such as response times, resolution rates, and customer satisfaction scores.
  • Identify appropriate external support services for customers experiencing vulnerability and prepare referrals where required.

About You

  • Extensive experience in external dispute resolution within the General Insurance industry.
  • At least 12 months experience working with AFCA (mandatory) in General Insurance complaints.
  • Ability to have difficult conversations and find suitable solutions for complex complaints.
  • Ability to plan and prioritize effectively, work under pressure, and possess strong time management skills.
  • Ability to meet deadlines, essential to complying with our regulatory requirements.
  • Pay high attention to details by completing tasks with thoroughness and accuracy.
  • Analytical skills and ability to review information and apply to detailed written responses to AFCA and participate in conciliations on behalf of our organization.
  • Excellent verbal and written communication skills, including negotiation, combined with the ability to balance understanding, empathy, and compassion in order to reach the best outcome.

What We Offer

  • A dynamic and supportive work environment that fosters growth and development.
  • A competitive salary and benefits package.
  • Opportunities for professional growth and advancement.
  • A collaborative and inclusive team culture.
  • Access to ongoing training and development opportunities.

About eFinancialCareers Ltd.

eFinancialCareers Ltd. is a leading provider of financial services recruitment solutions. We are committed to delivering exceptional service and results to our clients and candidates. Our team is dedicated to helping professionals find their ideal career opportunities and supporting businesses in finding the best talent for their organizations.