Complaints and Dispute Resolution Officer

**Description**:
Travel Guard is a leading travel insurance provider, serving millions of leisure and business travelers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centers across Asia, Europe, and the Americas, ensuring 24/7 support to help travelers navigate unexpected circumstances that may disrupt their plans.
As part of the Zurich Cover-More Group, we now have access to an extensive global network and resources, further strengthening our ability to deliver reliable, innovative, and tailored insurance and assistance for our customers.
We are on the lookout for an experienced and enthusiastic Complaints and Dispute Resolution Officer who wants to help shape the way we manage complaints and enhance overall customer satisfaction. This is a permanent full-time position based in Travel Guard’s Melbourne office. We support a hybrid working model that allows for work-life balance, with the flexibility of 5 days in the office per fortnight.
Salary commensurate with experience plus super PLUS annual bonus incentive
What’s the job?
You’ll manage and resolve a portfolio of customer complaints and disputes to successful completion
You’ll educate key internal stakeholders on quality customer service and complaints management with the goal to reduce overall complaints
You’ll consult with various regulators including AFCA and FSCL (New Zealand), as required
You’ll proactively identify issues/complaints across all business areas
You’ll deliver a highly empathetic customer experience
What are we looking for?
You’ll have strong decision making and time management skills with the ability to effectively manage a dynamic portfolio of complex complaints in a fast-paced consumer environment
You’ll have a proven background in complaint / dispute management (ideally within insurance or financial services)
You’ll have demonstrated ability in understanding Australian and New Zealand (ideally) legislation and industry best practice re complaints management, with a working understanding of Regulatory Guide 271
You’ll have Internal Dispute Resolution / Legal and/or mediation qualifications or experience is desirable
You’ll have a strong customer-focused approach with strong communication, negotiation and problem-solving skills, with ability to engage and liaise with internal and external stakeholders to achieve an outcome
You’ll have a keen eye for detail and analytical nature
Why choose us?
We value optimism, caring, togetherness, reliability, and determination.
**We have more than 2900 employees worldwide**: we are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global purpose to look after travelers, at every step of their journey.
Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 5 days in the office per fortnight.
Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business
Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.
Travel and work with us. We’ll help you keep travelling in your career, oh and quite literally with free travel insurance so start planning for your next trip today
Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.
Want to know more? Click on the links to find out more information about working with us and other positions within Travel Guard or Zurich Cover-More.