Insurance Internal Dispute Resolution Specialist

1 week ago

Melbourne City Centre, Australia HAYS Full time

Customer Service | Financial Services | CBD/WFH | Temp 6-mth contract | MULTIPLE VACANCIES | ASAP start
**Your new company**
A nationally recognised leader in the financial services industry, this organisation's Melbourne team are forever expanding. They specialise in digital payments, instalments, and lending, and assist businesses and individuals to grow and finance themselves. Due to increasing business needs, they are currently hiring multiple Insurance Internal Dispute Resolution Specialists.

**Your new role**
As an Insurance Internal Dispute Resolution Specialist, you will be working in the insurance space as an expert in resolving Insurance Selling and Cancellation disputes received directly from customers or authorised third-parties. You will be conducting thorough investigations of these disputes, and engaging with key internal stakeholders to deliver outcomes that balance the needs of customers and the business alike.
Your duties and responsibilities will include:

- Effectively responding to and actioning items and requests in the Insurance complaints queue and facilitating the most effective and efficient resolutions
- Managing and escalating urgent complaints requests as needed
- Operating within all policies, procedures, and compliance as required
- Identifying the root cause of any given complaint in order to determine the best course of action
- Adhering to any and all performance targets and KPIs
- Maintaining positive engagement with any and all customers and stakeholders when resolving disputes/complaints
- Maintaining cross-skill capabilities across all CMT policies, procedures and systems
- Role-modelling consistent behaviour and performance in line with the values and beliefs of the organisation at all times

**What you'll need to succeed**
- A customer-centric approach, with recent and relevant customer service/contact centre experience
- Results oriented with the the ability to meet goals, objectives and KPIs within appropriate timeframes
- Excellent written and verbal communication skills
- Proven administrative skills with the ability to enter and update data/information accurately and in a timely fashion
- Ability to learn, understand and utilise Latitude Financial Services operational processes, procedures, technologies and relevant legislation quickly and with ease
- Team oriented and collaborative, with the ability to also work well independently
- Proven planning and organisational skills, with the ability to multi-task and time manage effectively
- Good analytical and negotiation skills
- Experience in complaints or conflict management
- Previous insurance and/or financial experience highly desirable

**What you'll get in return**
- The opportunity to work for a leading financial services company on a 6-month contract
- Paid training under a tried and tested programme
- Plenty of growth and development opportunities available
- Flexible, hybrid working arrangement across the CBD office and WFH
- Opportunity for contract extension and permanent employment

**What you need to do now**

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

At Hays we value diversity and are passionate about placing people in a role where they can flourish and succeed. We actively encourage people from diverse backgrounds to apply.

**LHS 297508** #2672385

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