Dispute Resolution Specialist
1 day ago
Job Title: Dispute Resolution Specialist
">Job Summary:
">We are seeking a skilled and experienced dispute resolution specialist to join our team. The ideal candidate will have a proven track record in managing and resolving disputes in a commercial, regulatory, and reputational context.
">The successful candidate will be responsible for investigating complaints received via the Australian Financial Complaints Authority (AFCA), making fair and reasonable decisions based on available evidence, and communicating effectively with customers and internal stakeholders.
">Key Responsibilities:
">- Investigate travel insurance complaints received via AFCA, considering commercial, regulatory, and reputational impacts
- Make fair and reasonable decisions based on available evidence and relevant laws, regulations, and industry codes of practice
- Communicate effectively with customers, internal stakeholders, and external parties (e.g., AFCA) to gather information and provide updates on complaint investigations
- Manage and resolve customer disputes by handling inbound and outbound calls, ensuring clear communication and active listening
- Maintain accurate and detailed records of all complaints, including investigation findings and decisions made
- Prepare and issue written responses to AFCA, clearly outlining the outcomes of complaint investigations
- Conduct root cause and cost-benefit analyses to identify potential systemic issues and escalate them for further review and resolution
- Collaborate with other internal departments to identify opportunities for process improvements and enhance customer experience
- Provide expert advice and insights on regulatory requirements and best practices to the IDR Team
- Regularly review and assess personal key performance indicators (KPIs) to ensure individual contributions align with team and organisational objectives
Required Skills and Qualifications:
">- Proven experience in conflict resolution, negotiation, and dispute investigation
- Strong problem-solving, decision-making, and time management skills
- Excellent verbal and written communication, simplifying complex issues
- Experience in external dispute resolution in insurance or financial services industry
- Strong analytical skills for assessing complex situations
- Ability to engage effectively with customers and internal stakeholders
- Attention to detail and adeptness at managing multiple tasks in a fast-paced environment
- Comprehensive understanding of ASIC RG271 requirements and other relevant regulatory frameworks
What We Offer:
">Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.
">We offer a dynamic and challenging work environment where you will have the opportunity to make a significant impact on our dispute resolution processes. You will also have the chance to work closely with various departments, gaining a comprehensive understanding of the business and contributing to its overall success.
">A career with us offers professional growth and development, competitive remuneration and benefits package, and a commitment to your health and wellbeing through Work Well programs.
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