Senior Complaints

1 day ago

Sydney, New South Wales, Australia Hays | Insurance Full time $90,000 - $120,000 per year

Your new company

Work for a global market leader who are expanding their teams in Sydney. Their aim is to find the best possible solution for all parties, while working with care and understanding. They are a forward-thinking organisation who are focused on utilising market knowledge and candidate intelligence to provide the best service to their customers and clients. Due to the growing market, they are eager to support their internal teams by hiring a senior dispute resolution specialist.

Your new role

As a Senior Complaints & Dispute Resolution Officer, you will be the Insurers representative liaising with valued customers who are working through a claim enquiry. You will be:

  • A point of contact who can empathise, while providing excellent customer service over the phone and via email regarding their case
  • Managing the complaint from start to finish, investigating, reporting, analysing and providing an outcome in line with policy
  • Escalating the case to upper management where required, working with the team to review risk positioning and advise an appropriate outcome
  • Liaising with internal claim teams to find solutions, whilst reviewing the customer account
  • Assessing the case and working towards a solution for the customer
  • Liaising with third parties, including state and national regulators
  • Drafting formal letters and liaising with legal counsel were necessary

What you'll need to succeed

To be successful in this position you will have:

  • Experience working within dispute resolution, whether internal/external or complaint management within Insurance (highly desirable)
  • Experience working as a technical claims specialist, having had exposure to complaints or dispute resolution and are eager to progress into this space (minimum requirement)
  • An excellent understanding of the end-to-end claim process, have confidence in decisioning on approval/decline and settlements within Insurance
  • The ability to empathise and understand customers' situations
  • Great communication and written skills
  • Understand how to effectively manage a busy workload while keeping to a schedule
  • The want to succeed and be part of a growing organisation

What you'll get in return

If you are successful, you will receive:

  • A role with a global leader that offers long-term career progression and personal development plans
  • A full-time role, working in the Sydney CBD, Monday to Friday, 9am to 5pm
  • Flexibility once trained, being able to WFH and work from the office
  • A competitive salary, base + super, as well as great internal benefits
  • A fun and engaging work environment

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact Zoe Casbolt now on or

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