Claims Resolution Expert

2 weeks ago

Brisbane, Queensland, Australia beBeeComplaint Full time $80,000 - $120,000
Job Summary

As a CTP Complaints Specialist, you will be part of our diverse Compulsory Third Party (CTP) complaints team.

This role involves managing complaints regarding our CTP Claims, where you will play a key role in resolving matters and improving our claims experience.

The position is permanent, and we welcome candidates based in various locations with flexible working arrangements that include work from home and office environments.

Your Responsibilities
  • Manage and resolve complaints across three CTP schemes and liaise with four external bodies: IRO, SIRA, MAIC (ACT), and the SA Regulator, to ensure fair and thoughtful resolution.
  • Engage with customers and stakeholders, providing clear guidance and empathetic support.
  • Assess complaints carefully, make well-reasoned decisions, and communicate outcomes with professionalism.
  • Collaborate with a knowledgeable and supportive team to share insights and continuously improve customer experience.
Requirements
  • 5+ years of experience in complaint management dealing with an EDR scheme or strong experience in a Personal Injury Scheme.
  • Legal qualification with a background in personal injury, such as sport or medical, are highly desirable.
  • Strong understanding of external regulatory complaints processes and relevant regulatory requirements.
  • A customer-focused mindset, with excellent communication, negotiation, and problem-solving skills to identify issues and find creative solutions.
  • High resilience and confidence in managing both straightforward and complex cases.
  • Strong influencing and analytical thinking skills.
  • Excellent time management and ability to handle dynamic portfolio in a fast-paced environment.

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