Disputes Resolution Analyst

Are you ready to embrace the next step in your GFS career?
Full Time Opportunity
We’re looking for a Disputes Resolution Analyst to join our Internal Disputes Team. This is a fantastic opportunity for someone who thrives in a fast-paced environment, can juggle multiple priorities, and is passionate about fair and timely complaint outcomes.
**Key responsibilities of the role include**:

- Manage and resolve escalated disputes in line with internal processes and regulatory requirements
- Gather and assess information from internal stakeholders and complainants
- Maintain accurate records in the disputes register
- Liaise with external dispute resolution bodies such as the Financial Ombudsman Service
- Act as a key internal contact for complaint handling matters and support leadership in complaint governance
- Ensure all complaint records and responses comply with RG 165 and internal standards

What are we looking for?
- Highly organised, with the ability to manage multiple tasks and competing priorities
- Strong background in customer service, or dispute resolution
- Excellent written and verbal communication skills
- Sound understanding of GFS products and services

**Desirable**:

- Tertiary qualifications in insurance, business, or law
- Relevant industry certifications

This role would suit someone who enjoys problem-solving and is committed to delivering excellent customer outcomes.
Our Promise to Our People
We are passionate about our core values of Customer First, We Care, One Team, and Results Driven, which define how we approach our work.
We recognise that our colleagues are the key to our success. That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:

- A hybrid working week of in-house collaboration and working from home flexibility
- Your own parking space onsite, or an annual $1200 travel allowance
- Modern building facilities including a dedicated & subsidised on-site company café (weekly free lunch)
- Free access to on-site company gym
- Health & well-being initiatives and programs
- Additional 'flexi-days' of leave acquired through tenure with the business
- Cashback discounts on a range of Insurance products through our Real Insurance brand
- Career development pathways and opportunity to take part in in-house leadership & emotional intelligence workshops
- Quarterly award functions and a grand annual conference to recognise our people
- Retail discounts e.g. movie tickets, easter show, live shows + more
- Morsl market (a fully automated self-serve, food and drink marketplace with a wide variety of meals, snacks and drinks)

Who We Are
Greenstone distributes insurance products under trusted brands in Australia, New Zealand and Canada. Some of our brands include: Real Insurance, Australian Seniors, New Zealand Seniors, OneChoice, RSPCA Pet Insurance, Kogan Australia, SPCA Pet Insurance, Prime Pet Insurance, North Cover, FiftyUp, Guardian and Choosi.
We are the leading distributor of direct Insurance products in the Australian insurance market. Since launching into the Financial Services sector in 2007, Greenstone has experienced a commanding volume of growth being recognised for our credible brands, customer focused values and people-driven work culture.
We are passionate about our core values, which contribute towards the positive culture that supports our employees, our customers and our community.
Location
Great central location in Norwest Business Park, Norwest, only a short walk from Norwest Metro station and also direct bus access from Parramatta and Blacktown.
If this role interests you, we would love to hear from you