Dispute Resolution Specialist

2 days ago

Sydney, New South Wales, Australia beBeeDispute Full time $71,908 - $82,500
Job Description

The primary goal of this role is to efficiently manage and resolve disputes in a timely manner. This involves providing case management for escalated claims through dedicated channels, ensuring that escalations are handled according to service level agreements, defined Terms & Conditions, and existing procedures.

The Dispute Resolution Specialist will work closely with Team Leaders who hold final approval of disputes escalated to the Internal Dispute Resolution (IDR) Process. This ensures that appropriate escalation and investigative work is conducted to support unbiased, timely, and accurate reviews of all disputes.

Key Responsibilities:
  • Maintain a high level of customer satisfaction and administrative skills at all times through the management of the Voice of Customer (VOC) / Customer Feedback inboxes.
  • Efficiently and effectively resolve disputes and escalations within service level agreements and delegated authority while using initiative to achieve the best possible outcome for the customer.
  • Ensure compliance to all internal and external regulatory requirements such as privacy and RG271.
  • Contribute to the continuous improvement of the business by actively identifying opportunities to improve processes and/or procedures.
  • Work effectively within a team environment by working collaboratively with others and sharing knowledge and skills to achieve team goals and objectives.
  • Oversight of our Complaints Management System and ensuring this is maintained and kept current, supporting reporting functions.
  • Case management of multiple escalated claims at one time simultaneously.

To be successful in this role, you will have:

  • A minimum of two years dispute resolution experience.
  • Proficiency in the use of Microsoft computer applications.
  • A high level of organization with strong attention to detail and ability to prioritize.
  • Strong decision-making and problem-solving skills.
  • A high level of dispute resolution skills.
  • Demonstrates ability to work effectively in a team environment.
  • Analytical and practical skills; applying theoretical or practical knowledge to new situations and problems.
  • Excellent verbal and written communication skills.

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