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Dispute Resolution Specialist

2 months ago

North Lakes, Queensland, Australia Auto & General Full time
Dispute Resolution Specialist

We are seeking a skilled Dispute Resolution Specialist to join our team at Auto & General. As a key member of our customer service team, you will be responsible for resolving escalated internal complaints in a fair and timely manner.

Your Key Responsibilities:

  • Investigate and respond to level 2 IDR complaints, ensuring that our business values and customer-centric approach are reflected in all responses.
  • Prioritize complaints where customer vulnerability has been identified and provide tailored support where needed.
  • Negotiate solutions that satisfy both the customer and the business, turning challenges into opportunities.
  • Maintain accurate and detailed records of all customer disputes, ensuring data integrity and compliance with relevant standards.
  • Use your judgment and discretion to resolve disputes effectively, balancing business and customer needs.
  • Engage with customers through clear and empathetic communication, resolving issues with confidence and professionalism.

What You'll Bring:

  • Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal stakeholders.
  • Strong analytical and problem-solving skills, with the ability to think critically and creatively.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple competing demands.
  • Knowledge of relevant laws, regulations, and industry standards, with the ability to apply this knowledge in a practical context.
  • Experience in dispute resolution, customer service, or a related field, with a proven track record of success.

What We Offer:

  • A dynamic and supportive work environment, with opportunities for professional growth and development.
  • A competitive salary and benefits package, including a generous leave entitlement and professional development opportunities.
  • The chance to work with a leading insurance company, making a real difference in the lives of our customers.