Case Manager

2 months ago

North Lakes, Queensland, Australia Auto & General Full time
About the Role

We are seeking a highly skilled Case Manager to join our Customer Advocacy and Assurance team. As a key member of our team, you will be responsible for managing the independent assessment, investigation, and resolution of internally escalated disputes and external disputes received from the Australian Financial Complaints Authority (AFCA) and other third-party authorities.

Key Responsibilities
  • Respond to verbal and written customer complaints directed to the Customer Dispute Resolution Team (IDR).
  • Respond to referral notices from the AFCA.
  • Ensure accurate recording and maintenance of customer and dispute information relevant to resolving disputes.
  • Identify and make recommendations to relevant areas regarding any opportunities identified for system, process, product, sales, or service improvements.
  • Meet quality audit requirements/benchmarks on a consistent basis.
  • Communicate with customers in writing and verbally in resolution of disputes, taking into account all privacy principles, code compliance, legal, and company standards requirements.
Requirements
  • Negotiation, mediation, or conciliation experience highly regarded.
  • Previous experience in Internal Dispute/External Dispute Resolution considered advantageous.
  • A high level of attention to detail and accuracy in all aspects of the role, especially when recording customer and dispute details.
  • Proven problem-solving skills with the ability to objectively investigate information provided.
  • Excellent communication skills, both oral and written, to address all customer issues and convey dispute outcomes confidently and concisely.
  • Demonstrated ability to operate in a complex environment, prioritise tasks, and organise workload effectively.
  • Ability to make decisions and recommend courses of action using data and customer information relevant to disputes.
  • Working knowledge of Internal Dispute Resolution processes and procedures.
About Us

Auto & General is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community. We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer.

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