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Dispute Resolution Specialist

1 month ago

North Lakes, Queensland, Australia Auto & General Full time
Job Description

As a Dispute Resolution Specialist at Auto & General, you will play a critical role in providing support and advice to internal stakeholders on a case-by-case and issue-oriented basis.

Key Responsibilities
  • Dispute Resolution: Provide trusted, thorough, impartial, and empathetic dispute resolution to internal stakeholders.
  • Investigation and Response: Manage the investigation and response to customer disputes received directly from the Australian Financial Complaints Authority (AFCA), ensuring that all communication meets code compliance and regulatory timeframes.
  • Stakeholder Advocacy: Be a stakeholder advocate and provide support and advice to internal stakeholders on both a case-by-case and issue-oriented basis.
Requirements
  • Knowledge: Working knowledge of relevant GICOP & RG271 legislative requirements, internal and external dispute resolution processes, and AFCA processes.
  • Experience: Previous experience in dispute resolution, either insurance or finance, with a minimum of three years in a dispute resolution role.
  • Qualifications: Dispute resolution, negotiation, mediation, or conciliation experience highly regarded, with a legal background or insurance studies also highly regarded.
Skills and Abilities
  • Problem-Solving: Proven problem-solving skills to investigate information, break down problems, and situations into simple lists of components and tasks.
  • Decision-Making: Proven decision-making skills to make effective, competent decisions in a timely manner relevant to set timeframes and deadlines.
  • Negotiation: Proven negotiation skills to take ownership of customer disputes and produce win-win solutions for the customer and the business.
  • Communication: Excellent communication skills to address customer issues and convey dispute outcomes in a confident and concise manner, both verbally and written.
Work Environment

Auto & General offers a dynamic and supportive work environment with opportunities for growth and development. We value individual differences and believe in fostering an inclusive culture that creates a great place to work for all.