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Dispute Resolution Specialist
2 months ago
We are seeking a highly 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 providing exceptional support and advice to internal stakeholders on a case-by-case and issue-oriented basis.
Key Responsibilities- Provide Support and Advice: Offer expert guidance to internal stakeholders on dispute resolution, ensuring that all communication meets regulatory requirements and timeframes.
- Manage Disputes: Investigate and respond to customer disputes received from the Australian Financial Complaints Authority (AFCA), aligning with business and customer needs.
- Stakeholder Advocacy: Act as a trusted advocate for customers, providing thorough, impartial, and empathetic dispute resolution services.
- Knowledge and Experience: Possess a working knowledge of relevant legislative requirements, internal and external dispute resolution processes, and AFCA processes.
- Previous Experience: Have previous experience in dispute resolution, either in insurance or finance, with a minimum of three years in a dispute resolution role.
- Negotiation and Mediation Skills: Possess negotiation, mediation, or conciliation experience, with a strong ability to produce win-win solutions for customers and the business.
- Dispute Resolution Skills: Proven problem-solving skills, decision-making skills, and negotiation skills, with the ability to operate in a complex dynamic environment.
- Customer Service Skills: Excellent communication skills, with the ability to address customer issues and convey dispute outcomes in a confident and concise manner.
- Time Management and Workload Management Skills: Proven ability to prioritize tasks, manage workload, and recognize the need for change and adapt to new situations.
- Location Options: Choose from our offices in Toowong or North Lakes, with excellent end-of-trip facilities, outdoor spaces, and modern collaborative areas.
- Flexible Work Arrangements: Enjoy options for flexible work arrangements, including the ability to work from home two days per week.
- Professional Development Opportunities: Take advantage of learning and professional development opportunities to suit everyone, with a focus on growth and development.
