Pacific Dispute Resolutions Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeComplaints Full time US$75,000 - US$105,000

As a skilled professional in the field of dispute resolution, you will be responsible for handling customer complaints in accordance with global and local policies and procedures.

Evaluating disputes and determining whether to maintain or overturn previous decisions is a key aspect of this role. You will also be required to prepare related documentation and maintain strong stakeholder engagement skills.

  • Action customer complaints in adherence to global and local complaints handling policies and procedures.
  • Evaluate disputes, determine whether to maintain or overturn previous decisions, and prepare related documentation.
  • Maintain strong stakeholder engagement skills and build meaningful relationships with customers, internal, and external stakeholders.
  • Ensure fair and equitable outcomes for our customers in handling all complaints.
  • Manage relationships and communications with ombudsman and regulators.
  • Assist the Head of Customer Complaints with preparing insight-driven reports for senior staff across the business.
  • Develop junior staff members and engage the business on significant issues related to their areas.
Key Responsibilities:

Dispute resolution, complaint management, and complex issue resolution processes.

A deep understanding of Internal Dispute Resolution (IDR) and insurance regulation across Australia and New Zealand is essential.

Requirements:

5+ years industry experience in dispute resolution or equivalent.

A law degree or related field is preferred but not required.

Excellent verbal and written communication skills, particularly in high-pressure or escalated scenarios.

Effective decision-making and time management skills are crucial.

The ability to manage, influence, and negotiate effective relationships and communication with ombudsman and regulators is vital.

Critical thinking and innovative problem-solving skills are highly valued.

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