Dispute Resolution Specialist

1 week 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. 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
  • 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.
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 Toowong

Our North Lakes office is conveniently located close to public transport and offers excellent end-of-trip facilities, outdoor spaces, and modern collaborative areas. Our Toowong office is based at Toowong Village tower with views of the mountains and the Brisbane River, providing access to retail, restaurants, and other amenities.

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.

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