Resolution Expert

5 days ago

North Sydney Council, Australia beBeeResolution Full time $180,000 - $210,000
Complaint Resolution Specialist

This is an exciting opportunity to join a dynamic team as a Complaint Resolution Specialist. In this role, you will be responsible for managing disputes lodged with External Dispute Resolution Schemes by thoroughly investigating cases and working closely with internal and external stakeholders.

Key Responsibilities:
  • Oversee EDR cases across Australia and New Zealand—such as those with AFCA, IFSO, and OAIC—by independently reviewing responses, preparing well-crafted written submissions, and actively participating in conciliations.
  • Build strong relationships with both internal and external stakeholders, including EDR Schemes. Lead meetings with senior stakeholders to identify risks and ensure complaint insights drive ongoing business improvement.
Requirements:
  • Solid experience in General Insurance—ideally in travel, motor, or marine—preferably within disputes, although claims management and legal backgrounds are welcome.
  • Advanced understanding of the Insurance Contracts Act (ICA), relevant regulations, and legislation, ensuring compliance and customer fairness.
  • Strong customer service and complaint resolution abilities, focused on restoring and strengthening customer relationships, and retaining valued customers.
  • Skilled in conciliation and mediation.
  • Experience preparing clear and effective written submissions to support fair outcomes.
  • Proven relationship builder, able to collaborate with internal and external stakeholders, including Trustees and External Dispute Resolution Schemes.
  • Thorough knowledge of ASIC's RG271 and industry codes, supporting integrity and best practice.
Benefits:
  • Enjoy 5 weeks of annual leave for permanent staff through our leave initiative, along with days of personal/carer's leave, empowering employees to manage their own wellbeing.
  • Benefit from a hybrid working arrangement – days in the office and days working from home per week for full-time employees.
  • Access programs to stay healthy and feel healthier, receive a wellbeing payment per year, and a new starter e-voucher for your work-from-home setup, along with other great benefits through our Shine portal.
  • Grow and thrive in your career with our award-winning training programs. We support and encourage development because strength lies in people, and we value individuality.
  • Work with global, diverse, and inclusive teams; explore passions, fuel innovation, drive equity, collaborate, and make a positive difference beyond your role.
  • Take advantage of global mobility opportunities across more than countries worldwide.
  • Volunteer and work in state-of-the-art offices and dress for your day.
  • We plant a tree for every new employee.
  • Our employer of choice awards/memberships include WGEA; Family Inclusive Workplace; Gold AWEI Employer, Pride in Diversity… to name a few.
Other Information:
  • Full-time position available.
  • Mid-Senior level.
  • Customer Service role.
  • Insurance and Financial Services industry.

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