Disputes Resolutions Officer

At Open, we believe in using business as a force for good. We are proud that we are a certified B Corporation which means we abide to the highest social and environmental standards.

**About the role**

We're creating a 'no excuses' insurance company, this means that we avoid providing excuses to customers as to why things have gone wrong, and we look to provide outcomes in the interest to our customers wherever possible. However, there are times when decisions are made which may not align with our customer’s expectations. We are looking for someone to take ownership of these situations with an aim to achieve optimal outcomes in an efficient manner, whilst preserving the interest for all stakeholders involved. This will include:

- Develop working relationships with internal and external stakeholders to facilitate the effective and efficient resolution of disputes
- Undertake file management reviews of our IDR and EDR dispute resolution portfolios
- Review and carry out any necessary action required for the progression of the dispute file
- Develop positive rapport with customers and stakeholders in the process of addressing concerns, with the aim to provide transparency of our decisions in a timely and professional manner
- Identify process improvement opportunities arising from the handling of disputes with a view to reduce the number of matters escalating to IDR/EDR for the betterment of improving customer experience
- Provide input towards insurance staff continuous improvement initiatives for the purpose of upskilling general handling of insurance matters
- Work closely with the Head of Customer Advocacy to provide valuable feedback in identifying opportunities for business operational improvements
- Undertake the role with the mindset to compliment our continual pursuit of delivering insurance products consistent with our core values
- Ensuring the integrity of decision making and precedent setting
- Ensuring that disputes are handled with dispute costs and commercial considerations

**Requirements**:
**Ideally you will have the following...**
- Legal qualifications or another appropriate professional qualification, or a minimum 3 years' experience in managing a portfolio of complex claims
- Insurance dispute resolution experience desirable
- Problem solving skills - you’re able to break down claims decisions and solve them in a logical and analytical way
- Clear communication skills - Ability to verbally communicate effectively and clearly in accordance with the relevant audience
- Excellent written communication skills that are capable of delivering a breakdown of complex matters, with an aim to ensure the reader can understand the basis of the decision being made
- Excellent internal stakeholder management - you understand how to work with people to help you achieve your goals
- Passionate - your energy to build a better insurance company is infectious
- You’ll be expected to work autonomously and with teams. You will be expected to get things done, and be able to point to your impact.

**Location**:
We have a preference for Melbourne but we are flexible if you are located in close proximity to one of our other offices in Sydney and the Sunshine Coast.

**Benefits**

**It’s an exciting time to join our team and be part of a tech company going through a hyper-growth phase. We provide our team with**:

- Highly competitive compensation, including share options - we believe in paying people what they’re worth and having everyone in our company share in our success
- High levels of autonomy and trust so you can do your best work
- Growth opportunities internally - as you grow, your role can too
- Flexible working - we are about impact, not time at your desk. We encourage freedom and responsibility, including the ability to work from anywhere
- Annual allowance for professional development - use it towards a gym membership, professional coaching, a conference. Whatever matters most to you

We’re proud to be an equal opportunity employer that celebrates diversity and are committed to providing an inclusive environment for all employees.