Dispute Resolution Officer

1 week ago

Bella Vista, Australia B & K Consulting Full time

**The Client**

Our client is a premium direct insurance brand renowned for their customer-first approach and innovative product offerings. They are committed to helping customers protect the lifestyle they’ve worked hard to build by providing quality insurance products across life and general insurance markets. Recognised by both consumers and industry experts, their outstanding customer service and data-driven decision-making are key pillars of their success.

With a strong presence in ANZ and growing operations in North America, this is a company where you can build a rewarding career in a supportive and forward-thinking environment.

**The Role**

This is a fantastic opportunity for a motivated and detail-oriented individual to advance their experience in disputes and complaints resolution within the financial services sector. As part of one of Australia's leading direct insurers, you’ll play a critical role in managing disputes, ensuring compliance, and contributing to process improvements.

**Key Responsibilities**:

- Manage escalated disputes through established processes.
- Collect information from internal stakeholders and complainants.
- Liaise with the Financial Ombudsman Service on dispute matters.
- Act as the primary contact for internal stakeholders, leading the management of the complaints process.
- Maintain detailed complaints records in compliance with RG165 requirements.
- Oversee compliance workflows and track key deadlines.
- Execute the business-wide monitoring program to ensure compliance.
- Participate in internal projects and initiatives as required.

**About You**
- Minimum 2+ years’ experience in a Financial Services environment, ideally within insurance or banking.
- At least 12 months of internal disputes and complaints (IDR) experience; exposure to external disputes resolution (EDR) processes is highly regarded.
- Strong communication skills, both written and verbal.
- Tertiary qualification in Finance, Law, or a related discipline is preferred.
- Ability to produce clear and accurate reports as required.
- High attention to detail and the ability to thrive in an administration-heavy role.

**Why This Role?**
- Opportunity to develop and grow your dispute resolution expertise.
- A supportive manager and a collaborative team environment.
- Exposure to the life insurance sector, offering excellent career progression.
- Flexible, hybrid working arrangements for better work-life balance.

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