External Dispute Resolution Consultant

**External Dispute Resolution Consultant**
**(**
**Job Number**:
**220001R7**
**)**

**Description**

**About the role**

In this position, you will be responsible for strengthening and retaining relationships, whilst protecting the RACQ brand as a trusted provider of services to members and the Queensland community.

As our new External Dispute Resolution Consultant, you will review feedback from RACQ members and investigates incidents where the broader delivery of RACQ’s products and services has failed to meet member expectations and is empowered to resolve disputes with members to achieve mutually acceptable outcomes for the member, RACQ and its service providers.

Alongside for identifying and reporting systemic problems with front line processes and to recommend improvements to reduce incidents.

**Key responsibilities include**:

- Advocate for member’s interests within the RACQ Group through effective management of member feedback with a focus on achieving outcomes in support of RACQ’s purpose and values.
- Prepare detailed submissions to AFCA and other regulators on RACQ’S behalf in response to complaints raised
- Work directly with AFCA and other regulators to resolve member and other third-party complaints under their direct management.
- Promote an independent and unbiased consideration of the member’s position when problem solving and addressing complaints.
- Work directly with members to understand and resolve complaints and complex issues. This will include liaising and negotiating with third parties to reach settlement on more complex matters
- Communicate with members and RACQ stakeholders on a regular basis during investigations, keeping all parties involved up to date
- Develop and maintain effective working relationships with internal and external stakeholders, including AFCA and other regulatory organisations.
- Respond to written, verbal and social media member feedback
- Perform thorough investigations, identifying and addressing key issues
- Use internal and external sources to investigate and record member feedback
- Remain impartial to provide fair and reasonable solutions to member disputes
- Ensure that all matters raised via member feedback mechanisms are treated in a balanced, fair and equitable manner

**About you**
- Demonstrated experience in dispute resolution including managing complaints with external regulatory bodies such as AFCA
- Ability to negotiate and resolve conflict.
- Strong member/customer and stakeholder management and negotiation skills
- You will be confident in using your analytical ability to make decisions, providing a suitable outcome to all parties
- Exceptional written, verbal and interpersonal communication skills
- Intermediate knowledge of the Microsoft Office suite, especially Excel and Word
- Strong focus on “attention to detail”
- Ability to work under pressure and meet tight deadlines through strong time, task management and prioritising skills.
- Detailed working knowledge of the Insurance Contracts Act, Insurance Code of Practice, Consumer Credit Code, Customer Owned Code of Banking Practice, National Privacy Principles and Complaints Handling Standards ASIC RG 271 and ASNZS 10002- 2018.

**Why join RACQ?**

It is an exciting time to be part of RACQ as we continue our transformation towards better, smarter solutions that deliver more security and prosperity for Queenslanders. We are big enough to make a real difference in our community, yet small enough to nurture your professional and personal development

There are plenty of other perks too:

- Salary sacrificing and novated leasing options.
- 20% discount on insurance (home & contents, motor vehicle, boat & pet) for you and immediate family living with you, and other immediate family can get 10% discounts. In addition, life & income protection insurance premium discounts are available.*
- Banking benefits include discounted home loan interest rates and no establishment fees, and additional interest on term deposits.*
- Salary continuance insurance under a corporate policy at no cost to you.
- WeFlex is RACQ’s commitment to providing a flexible work environment that balances the needs of employees, RACQ and members. That may include hybrid working arrangements including working from home or from alternative RACQ offices.
- WeFlex interstate work remotely up to six weeks every year from any location in Australia*
- Complimentary roadside Assistance membership and discounts on motor vehicle batteries and windscreen repairs and tinting.
- Onsite café, complimentary parking at our Eight Mile Plains head office
- On-site and virtual health hubs packed with resources to get you feeling great including tailored exercise programs - mindfulness / wellness rooM/Free massages / yoga and group fitness classes.
- Ongoing development options including In-house RACQ programmes, Day in the Life, Toastmasters and RACQ Leadership Academy and free access to over 16,000 online courses.

Our Val