Conflict Resolution Specialist

5 days ago

Brisbane, Queensland, Australia beBeeDispute Full time $82,248 - $102,357
Job Overview

This role involves managing and resolving internal disputes, ensuring fair and timely outcomes. To achieve this, you will investigate complaints, analyze evidence, and communicate with stakeholders to reach resolutions that align with company policies and regulatory requirements.

Key Responsibilities
  • Manage and resolve customer complaints in a fair, objective, and timely manner, adhering to ASIC RG 271 and company policies.
  • Evaluate and address complex or high-risk complaints, collaborating with relevant departments to achieve satisfactory resolutions.
  • Maintain accurate records of all complaint interactions and outcomes in the complaint management system.

Complaint Handling & Resolution:

Ensure acknowledgment of complaints within required timeframes and provide resolutions or progress updates in line with regulatory timelines.

Regulatory & Code Compliance:

Adhere to complaint handling obligations under ASIC RG 274, the Insurance Contracts Act, and the General Insurance Code of Practice.

Customer Service:

Deliver excellent customer service by receiving, assessing, investigating, and responding to all complaints and disputes in accordance with company policy and relevant guidelines.

Liaise with complainants in a sensitive and appreciative manner to resolve complaints as early as possible.

Gather appropriate evidence and conduct complex investigations to validate disputed claims.

Manage and resolve customer disputes by effectively handling inbound and outbound calls, ensuring clear communication and active listening to achieve satisfactory resolutions and maintain high levels of customer satisfaction.

Requirements
  • Excellent communication and interpersonal skills.
  • Ability to remain calm and composed when dealing with difficult customers.
  • Strong analytical and problem-solving skills.
  • Capacity to work independently and as part of a team.
  • Basic computer skills and proficiency in Microsoft Office applications.

Benefits:

This role offers a competitive salary package, including opportunities for career growth and professional development.

Working in a dynamic environment with a diverse team of professionals.

Access to training and development programs to enhance your skills and knowledge.

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