External Dispute Resolution Manager

1 week ago

Brisbane, Queensland, Australia beBeeDispute Full time $115,903 - $138,001

Resolution Specialist Opportunity

We are seeking a skilled professional to join our team in Brisbane. As an External Dispute Resolution Specialist, you will play a critical role in delivering exceptional customer service.

About the Role

This is an exciting opportunity to work with a leading organisation, managing disputes escalated to the Australian Financial Complaints Authority (AFCA). Your key responsibilities will include:

  • Representing the organisation in the dispute resolution process, including participation in conciliation conferences and engaging stakeholders as required.
  • Performing detailed analysis of external complaints to identify any potentially systemic or recurring issues, breaches, or areas for process improvement.
  • Collating and distributing monthly complaints reporting to the business and upon request to external parties.
  • Engaging with relevant business areas to communicate outcomes and learnings in relation to external disputes, including any outstanding actions.

About You

To be successful in this role, you will have:

  • A genuine passion for customer service and the ability to inspire and lead others to outstanding customer experiences.
  • Advanced stakeholder management capability, with experience managing multiple stakeholders, including external parties, to influence and negotiate outcomes of a complex nature.
  • Highly developed analytical and problem-solving skills and dispute resolution techniques.
  • Ability to negotiate and liaise at all levels in a sensitive and appropriate manner, representing the customer's interests with integrity.
  • Exceptional written and verbal communication skills - competent at producing recommendation reports and documentation for internal and external stakeholders.
  • Demonstrated business and commercial acumen through communication of complex issues, assessment of risk and improvement recommendations.
  • Previous industry experience and knowledge of associated legislation within the industry environment is highly regarded.

About Our Organisation

We take care of over $260 billion in retirement savings. Our teams are diverse and unique, striving to inspire and empower our customers. We offer a respectful workplace where you can be your authentic self every day.

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