Dispute Resolution Specialist

1 day ago

Lismore City Council, Australia beBeeCompliance Full time $80,000 - $120,000
Job Title:

Dispute Resolution Specialist

About the Role:

We are seeking a skilled professional to lead high-quality complaint resolution, regulatory compliance, and strategic initiatives in our general insurance operations.

Key Responsibilities:
  • Develop and implement customer relations strategies aligned with regulatory standards.
  • Lead consistent application of complaint handling frameworks, ensuring communication templates reflect current industry and regulatory changes.
  • Act as a technical advisor and subject matter expert for IDR and EDR teams, supporting continuous improvement, training, and the Learning & Development framework.
  • Conduct portfolio reviews, identify potential systemic issues, and lead resolution strategies to ensure regulatory compliance and best practice outcomes.
  • Influence department-wide excellence by cultivating strong internal and external stakeholder relationships and staying ahead of industry trends.
  • Coach, mentor, and guide team members - supporting capability uplift, and fostering a collaborative, customer-focused culture.
  • Contribute to building and maintaining a positive, collaborative, and accountable team culture.
  • Lead and contribute to special projects that enhance operational effectiveness and customer experience.
Requirements:
  • Extensive experience in general insurance, with a strong background in dispute resolution, complaints handling, and regulatory compliance.
  • Proven ability to influence across departments and senior stakeholders, with a strategic mindset and collaborative approach.
  • Demonstrated leadership and mentoring capability, with a passion for developing others and sharing knowledge.
  • Strong analytical and problem-solving skills, with high attention to detail and a proactive approach to identifying and resolving issues.
  • Proficient in front-line risk management and comprehensive knowledge of ASIC RG271, the General Insurance Code of Practice, and the Insurance Contracts Act 1984.
  • Experienced in training, development, and compliance, with excellent communication and presentation skills including preparation and delivery of technical updates and learnings.
What We Offer:

We value our employees' experience with us and are proud to have been recognised for the following awards: Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards, Most Inclusive Workplace at the Australian HR Institute (AHRI) Awards, LinkedIn Top Employer & HRD Employer of Choice, Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing at the Australian HR Awards, Platinum employer on the Australian Workplace Equality Index (AWEI), Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates, Family Friendly Workplace accredited employer since 2021.

Benefits:

As an employee, you'll have access to a range of benefits to help provide holistic support for your work life, whatever your circumstances. These include 'Hybrid Working', Life Leave, Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice, 18 weeks' gender-equal flexible leave for all new parents, including paid super, Voluntary super contributions and company matching, Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums, A range of discounts on insurance products, car hire, hotels, goods and services.

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