Dispute Resolution Specialist

1 week ago

Hobart, Tasmania, Australia beBeeDispute Full time $79,999 - $124,999
**Job Overview**As an External Dispute Resolution Specialist, you will engage with stakeholders across various areas of General Insurance, including Property, Motor, Commercial, and Farm.You will communicate with customers in a professional and empathetic manner to understand their concerns and provide updates in line with agreed timeframes as part of the complaint's resolution process.Resolve customer complaints in accordance with external dispute guidelines, policies, and procedures, and related policy documents.Collaborate with internal stakeholders, including Claims, Legal, Underwriting, Product, Risk, and Compliance teams, to ensure complaints are handled in accordance with company policies and regulatory requirements.Develop and implement solutions to resolve customer complaints, including compensation, corrective actions, and process improvements.Monitor and meet key performance indicators related to complaint resolution, such as response times, resolution rates, and customer satisfaction scores.Identify appropriate external support services for customers experiencing vulnerability and prepare referrals where required.
**Requirements**To succeed in this role, you will need:
  • Ability to plan and prioritize effectively, work under pressure, and strong time management and technical skills.
  • In-depth knowledge of the General Insurance industry in Property and/or Motor (desirable).
  • Extensive experience in dispute resolution within the General Insurance industry (desirable).
  • Resilience to advocate for and challenge positions to find fair and reasonable solutions for complex complaints (desirable).
  • Excellent time management to meet deadlines, essential to complying with regulatory requirements.
  • Pay high attention to details by completing tasks with thoroughness and accuracy.
  • Excellent verbal and written communication skills, including negotiation, combined with the ability to balance understanding, empathy, and compassion in order to reach the best outcome.
  • Proven experience in legal and/or litigation (3-5 years' experience) (desirable)

**Key Skills and Qualifications**Our ideal candidate should possess excellent problem-solving skills, be able to handle complex situations, and have a proven track record of successfully resolving disputes.In addition to the above skills, proficiency in MS Office and ability to learn new software quickly would be advantageous.

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