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Expert Complaint Resolution Specialist

3 weeks ago

Melbourne, Victoria, Australia beBeeCustomerFocused Full time $80,000 - $120,000
Customer Focused Resolution Specialist

We're seeking a skilled professional to support high-quality complaint resolution and regulatory compliance. This is a great opportunity to apply your technical expertise and help shape a customer-focused approach across our operations.

As a key member of our team, you will contribute to the delivery of our strategy through policy, process, and compliance support aligned with regulatory standards. You will ensure consistent application of complaint handling frameworks and maintain up-to-date communication templates in line with industry changes.

Your responsibilities will include:
  • Providing technical guidance and insights to support continuous improvement, training, and the Learning & Development framework.
  • Conducting portfolio reviews and escalating systemic issues to ensure effective dispute resolution and regulatory compliance.
  • Building and maintaining strong internal and external stakeholder relationships to stay ahead of industry trends and influence best practices.
  • Actively coaching and mentoring peers, supporting onboarding programs and fostering a collaborative, customer-focused team environment.

Requirements:
  • Extensive experience in general insurance operations, with a strong background in risk and compliance, and hands-on claims management expertise.
  • Proven ability to work independently and build effective relationships across diverse teams and senior stakeholders.
  • Demonstrated leadership, planning, and problem-solving skills with high attention to detail and analytical capability.
  • Solid understanding of insurance products, regulatory frameworks, and complaint handling standards.
  • Experienced in training, development, and compliance, with strong presentation skills and the ability to communicate clearly and confidently.

Benefits:
  • 'Hybrid Working' – a mix of working from home and in the office to enhance your work/life balance.
  • Life Leave, supporting the life events we all experience, leaving your annual leave for rest.
  • Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice.
  • 18 weeks' gender-equal flexible leave for all new parents, including paid super.
  • Voluntary super contributions and company matching.
  • Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums.
  • A range of discounts on insurance products, car hire, hotels, goods and services.

Rewards & Recognition:
  • We value our employee's experience with us and are proud to have been recognised for several awards.
  • These include Excellence in Diversity, Equity & Inclusion Award, Most Inclusive Workplace, LinkedIn Top Employer, HRD Employer of Choice, Best Workplace Diversity & Inclusion and Excellence Award, Platinum employer on the Australian Workplace Equality Index, and Family Friendly Workplace accredited employer.