Internal Dispute Resolution Consultant

• Add value through your experience and knowledge as a claims management professional
• Permanent full time opportunity; with flexibility to work from home
• Join a great team with a supportive culture

About the Opportunity
You will be able to showcase your technical claims knowledge in the review and management of complaints that require technical review, policy interpretation and a sound understanding of claims management.

You will be the conduit between the business and our clients with respect to complaints/escalations and you will be seasoned at identifying the root cause, and moreover, highly competent at determining the next steps and/or the appropriate resolution.

In a nutshell, you are accountable for ensuring the fair, effective and timely resolution of complaints in accordance with Crawford/client/regulatory requirements.

You will be well supported by a great leader and team, where you will feel inspired to do your best work.

Please note that whilst we would prefer the candidate to be based in Sydney, Brisbane or Gold Coast, we are willing to consider applicants outside of these locations.
About You

• You are a self-driven enthusiastic individual who is a problem solver by nature
• You will be an excellent communicator with a passion for continuous learning and development
• You'll also be a people person and can demonstrate a caring, empathetic and positive outlook. In addition, you will be thorough, analytical and be able to make rational decisions in a fast-paced environment and be happy to always go the extra mile

Key Requirements

• At least 3 years' experience in insurance claims management review or assessment
• Demonstrated ability to understand and interpret insurance policies along with strong technical claims experience
• Experience in dispute resolution and complex complaint management
• Ability to investigate and identify the issues and information we need to form a view
• Strong verbal and written communication skills to understand information and communicate the issues and approach in a clear and concise manner
• Draft written communication in Plain English tailoring it to stakeholders
• Excellent organisational skills that enable you to work across multiple complaints and activities simultaneously ensuring matters are progressing
• Resilience and empathy and willingness to have difficult conversations with consumers and financial firms, focusing on resolving complaints in a timely manner
• A highly responsive approach to your work
• Ability to work autonomously and as part of a close and supporting team

Key Responsibilities:

• Maintaining expected case load of property claim contacts following complaints
• Working directly with claim adjusters to examine claims forms, policies and endorsements, client instructions and other records to determine coverage
• Providing recommendations to claim adjusters to ensure the progress of claims with these recommendations possibly being outside of standard claims management procedures
• Providing recommendations to claim adjusters regarding complaint progress and resolution
• Providing support and advice to policy holders with respect to their claims
• To act as a team escalation point and proactively manage complex or contentious cases to resolve disputes effectively and put in place corrective measures as required
• Using data to identify vulnerabilities and progress these accordingly
• Going above and beyond to progress and resolve complaints directly with the complainants
• Adhere to insurer client Service Level Agreements and processes

About Crawford
Crawford is the world's largest publicly listed claims management company operating in more than 70 countries. Crawford has been in operation for over 80 years and is committed to restoring and enhancing lives, businesses, and communities affected by natural disasters and catastrophic events.

Crawford is the only provider in Australia to offer services across the entire claim lifecycle – from 'first notification of loss' through to litigation:

• Loss adjusting – property, major and complex loss, catastrophe response
• Third party administration (Crawford TPA is a Lloyd's accredited provider)
• Forensic accounting including business interruption expertise
• Cyber response
• Managed repair services (Contractor Connection)
• Quantity surveying, forensic engineering & building consultancy (CRD Building Consultants)

To learn more about Crawford, please visit
Crawford is committed to being an inclusive workplace that employs and retains the best and most diverse talent. We value diversity of thought, experience and perspective and aim to create a workplace where our people feel valued, respected, and empowered. We welcome applications from Aboriginal and Torres Strait Islander peoples and from people of all backgrounds regardless of gender identity, age, sexual orientation, disability, or ethnicity.

It is the policy of Crawford that all successful employees consent to a national police check. To be eligible to apply, you must have Australian or New Zealand working rights. 

Interested? Please submit a short cover letter explaining why you are suitable for the role along with your resume.