External Dispute Resolution Consultant

**External Dispute Resolution Consultant**(**Job Number**:250000HN**)**

**Description**

Are you a highly skilled and empathetic professional with a passion for resolving complex issues within the financial services sector?

Do you thrive on advocating for customers and ensuring fair outcomes in line with regulatory standards?

RACQ is seeking a talented External Dispute Resolution Consultant to join our Financial Services team within the Transformation department. In this pivotal role, you will be instrumental in managing, responding to, and resolving formal financial services complaints escalated to external dispute resolution. You will act as a crucial link between our valued members, relevant third parties, and regulatory organisations; ensuring fair resolutions that align with RACQ's commitment to our members and our core values.

**Key responsibilities include**:

- Effectively advocating for RACQ members by managing their feedback and driving resolutions that support RACQ's purpose and values.
- Directly engaging and collaborating with AFCA and other regulatory bodies to manage and resolve member and third-party complaints under their purview.
- Promoting an objective and unbiased assessment of the member's perspective throughout the problem-solving and complaint resolution process.
- Providing valuable advice and support to all RACQ business units to foster a culture of effective first contact resolution and enhance overall complaint handling capabilities across the organisation.
- Cultivating and maintaining robust working relationships with RACQ managers, supervisors, staff, and key external stakeholders, including AFCA and other regulatory bodies

**Key skills**:

- Demonstrable and relevant experience in complaints handling within the financial services industry/ombudsman exposure.
- Proven ability to meticulously read and interpret complex information and exercise sound business judgment to make informed decisions.
- Highly developed analytical and problem-solving skills to effectively address intricate issues.
- Excellent written and verbal communication and comprehension skills, with the ability to articulate complex matters clearly and persuasively.
- Exceptional investigative skills and a keen eye for detail to ensure thorough and accurate assessments.
- Proven ability to thrive under pressure and consistently meet tight deadlines through exceptional time management, task prioritisation, and organisational skills.
- Demonstrated aptitude for negotiating and resolving conflict situations effectively and professionally.

**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.

By joining RACQ, you’ll be part of new sustainability initiatives, including a commitment to being a carbon neutral organisation by 2032. We’ve invested in and partnered with sustainable companies, including the introduction home solar and batteries, Green Home and Car Loans, and many other products and initiatives. We’ll continue to advocate for, research, and offer green solutions.

At RACQ we are passionate about building a diverse and inclusive workplace to create better outcomes for our employees and our members. We aim for our teams to be a true reflection of our communities and are committed to inclusion particularly people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. Applicants from these and other diverse backgrounds are encouraged to apply. If you have any support or access requirement, please advise us at the time of applying.

**What we offer you**:
Our employee benefits are designed to enrich your work life, your home and the community you live in, some of these include:

- Financial benefits and discounts on a range of banking, assistance and insurance products
- Give back to our communities with paid volunteer leave, payroll giving and volunteering for community events such as MotorFest.
- A range of flexible working and leave options, parental leave of 13 weeks primary carer leave, purchased leave up to 4 weeks per year, cultural observance leave, substitution of public holidays for cultural/religious reasons, personal leave for wellbeing, gender affirmation leave.
- Prioritise your wellbeing with discounts on health programs and access to wellbeing initiatives such annual flu vaccinations, corporate health insurance offer and free and confidential Employee Assistance Program (EAP).
- Invest in your development with in-house development programs and access to an extensive digital learning platform.

**Work Locations**

Eight Mile Plains 2649 Logan Road Eight Mile Plains 4113