External Dispute Resolution Officer

**Role Purpose**:
As an External Dispute Resolution Officer, you will play a crucial role in managing and resolving disputes by balancing commercial, regulatory, and reputational impacts through every decision ensuring optimal outcomes for all parties involved. Your expertise will be vital in maintaining our commitment to fairness and compliance while safeguarding the company's integrity and public trust.

This role offers a dynamic and challenging environment where you will have the opportunity to make a significant impact on the company's dispute resolution processes. Additionally, you will have the chance to work closely with various departments, gaining a comprehensive understanding of the business and contributing to its overall success.

**Key responsibilities include**:

- Leverage a comprehensive understanding of ASIC Regulatory Guide 271 (RG 271) and the internal dispute resolution (IDR) process.
- Receive and review travel insurance complaints received via AFCA. Conduct impartial and thorough investigations into each complaint, considering commercial, regulatory, and reputational impacts through every decision ensuring optimal outcomes for all parties involved.
- Make fair and reasonable decisions, taking into account all available evidence, relevant laws, regulations, and industry codes of practice.
- Communicate effectively with customers, internal stakeholders, and external parties (e.g., AFCA) to gather information and provide updates on complaint investigations, ensuring compliance with relevant guidelines and requirements.
- Manage and resolve customer disputes by effectively handling inbound and outbound calls, ensuring clear communication, active listening, to achieve satisfactory resolutions and maintain high levels of customer satisfaction.
- Maintain accurate and detailed records of all complaints, including investigation findings, decisions made, and any remedial actions taken.
- Prepare and issue written responses to AFCA, clearly outlining the outcomes of complaint investigations and any proposed resolutions or remedies.
- Conduct root cause and cost-benefit analyses to identify potential systemic issues and escalate them for further review and resolution. Monitor and report on complaint handling activities to ensure compliance with internal company and regulatory requirements.
- Collaborate with other internal departments, such as product, claims, medical, and customer service, to identify opportunities for process improvements and enhance customer experience.
- Provide expert advice and insights on regulatory requirements and best practices to the IDR Team.
- Regularly review and assess personal key performance indicators (KPIs) to ensure individual contributions align with team and organisational objectives. Utilise feedback and performance data to continuously improve personal effectiveness and achieve set targets.
- Complete ad hoc tasks as required by the manager to support the effective resolution of travel insurance complaints and the overall functioning of the dispute resolution process.

**What you'd bring to this role**:

- Proven experience in conflict resolution, including negotiation and dispute investigation.
- Experience in communicating with the Australian Financial Complaints Authority (AFCA), along with a comprehensive understanding of their processes and the rules governing their decision-making.
- Strong problem-solving, decision-making, and time management skills.
- Excellent verbal and written communication, simplifying complex issues.
- Experience in external dispute resolution in insurance or financial services industry.
- Strong analytical skills for assessing complex situations.
- Ability to engage effectively with customers and internal stakeholders.
- Attention to detail and adeptness at managing multiple tasks in a fast-paced environment.
- Comprehensive understanding of ASIC RG271 requirements and other relevant regulatory frameworks.
- Familiarity with travel insurance products and industry practices is desirable.
- Relevant qualifications in dispute resolution, law, or a related field are advantageous

**What we offer**:
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

58571 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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