Complaints Resolution Specialist

3 days ago

Melbourne, Victoria, Australia beBeeDispute Full time $140,000 - $170,000
Job Opportunity:

The Dispute Resolution Manager plays a critical role in shaping and elevating the dispute resolution process.

This position involves taking ownership of the function, spearheading improvements, executing strategic initiatives, and owning end-to-end business-as-usual activities.

Key responsibilities include:

  • Completing the handover process with risk and compliance to transition the IDR process into operations.
  • Conducting meticulous assessments of internal disputes and trends.
  • Driving improvements by creating frameworks to enhance the process.
  • Ensuring equitable and timely dispute resolutions in line with regulations.
  • Analyzing data to identify systemic issues and trends.
  • Fostering cross-business relationships for effective outcomes.
  • Managing external stakeholder relationships, including trustee and external administrator interactions.
  • Preparing comprehensive reports for review by the compliance committee, annual audits, and regulatory authorities.
  • Advocating for dispute resolution frameworks across business units.
  • Delivering comprehensive training to front-line employees, ensuring a clear understanding of complaint management protocols.
Required Qualifications:
  • Accreditation in RG 146 Tier 1.
  • Academic background in business or law.
  • Extensive experience in handling complaints within a comparable environment.
  • Proven leadership experience in a related function or demonstrated capability to lead.
  • In-depth knowledge of superannuation principles.
  • Proficiency in investments and managed accounts desired.
  • Sound understanding of financial services laws and regulatory obligations, especially RG 271.
  • Strong conflict resolution skills.
  • Exceptional verbal and written communication skills with diverse stakeholders.
  • Proficient negotiation skills with both internal and external counterparts.
  • Meticulous attention to detail coupled with strong problem-solving abilities.
  • Excellent organizational skills, enabling effective multitasking and meeting deadlines.

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