Dispute Resolution Specialist
1 day ago
As a key player in our organisation, you will have the opportunity to make a real difference as an External Dispute Resolution Lead.
In this exciting role, you will be responsible for managing the day-to-day operations of a team handling general insurance complaints referred by AFCA, coaching and developing team members on dispute resolution, communication, and regulatory compliance.
Key Responsibilities:
- Develop and lead a team of External Dispute Resolution Specialists to ensure they achieve fair and efficient resolution of customer complaints.
- Collaborate with stakeholders to foster a positive team culture and identify continuous improvement opportunities through analysing complaints and AFCA determinations.
- Enhance stakeholder engagement and build trusted partnerships, supporting the design, implementation, and embedment of complaint transformation initiatives.
- Effectively manage reputational and compliance risks at a team level.
About You:
- Proven leadership experience within a financial services firm.
- At least two years of Alternative Dispute Resolution (ADR) experience.
- A deep understanding of Australian financial services legislation and regulations.
- Commitment to delivering fair complaint outcomes to customers.
- Excellent communication skills, adept at articulating solutions both orally and in writing.
- Experience in the general insurance sector.
- Relevant tertiary qualifications in Alternative Dispute Resolution, Law, Mediation, or related fields.
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