Case Manager

**The role**:
As part of the Customer Advocacy and Assurance team, you will manage the independent assessment, investigation and resolution of internally escalated disputes and external disputes received from the Australian Financial Complaints Authority (AFCA) and other third-party authorities.

You will put your excellent communication and problem-solving skills to good use, while maintaining a high degree of professionalism when dealing with customers and stakeholders. You will provide trusted, thorough, impartial and empathetic Dispute Resolution following internal policy, procedure and regulatory guidelines.

This is a full-time permanent role based in our Toowong or North Lakes office.

**Position accountabilities**:

- Respond to verbal and written customer complaints directed to the Customer Dispute Resolution Team (IDR).
- Respond to referral notices from the AFCA.
- Ensure accurate recording and maintenance of customer and dispute information relevant to resolving disputes.
- Identify and make recommendations to relevant areas regarding any opportunities identified for system, process, product, sales or service improvements.
- Meet quality audit requirements/benchmarks on a consistent basis. Communicate with customers in writing and verbally in resolution of disputes, taking into account all privacy principles, code compliance, legal and company standards requirements.

**Knowledge and experience**:

- Negotiation, mediation or conciliation experience highly regarded.
- Previous experience in Internal Dispute/ External Dispute Resolution considered advantageous.
- A high level of attention to detail and accuracy in all aspects of the role, especially when recording customer and dispute details
- Proven problem-solving skills with the ability to objectively investigate information provided.
- Excellent communication skills, both oral and written, to address all customer issues and convey dispute outcomes confidently and concisely.
- Demonstrated ability to ability to operate in a complex environment, prioritise tasks and organise workload effectively.
- Ability to make decisions and recommend courses of action using data and customer information relevant to disputes. Working knowledge of Internal Dispute Resolution processes and procedures.

**About us**:
At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.

**Our **perks**:

- **Location **- Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport.
- **Extra leave**:

- Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- **Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- **Workplace giving**:

- If you’re passionate about a cause, then we are too - we offer workplace giving and we’ll dollar match your donations to registered charities.
- **Development opportunities**:

- We’re championing your development with internal programs and access to a wide range of online courses.
- **Employee discounts**:

- You’ll receive discounts on Budget Direct insurance products.
- **Reward and recognition**:

- We reward high performance with employee recognition, reward and incentive schemes.
- **Onsite facilities **- There are excellent end-of-trip facilities on offer and private spaces for nursing mothers.
- **Get social**:

- Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
- **Perks App**:

- Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.

**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.**

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.