Internal Dispute Resolution Officer

3 days ago

Brisbane, Queensland, Australia 5e931c88-18d8-4aa0-96fd-1c181d55e6fa Full time $60,000 - $90,000 per year

About The Role
In this role, you'll be the key point of contact for escalated complaints and disputes—playing a critical part in achieving fair, timely outcomes for customers. Sitting within a centralised, independently operating team, you'll work across multiple departments and external stakeholders, ensuring compliance with regulatory frameworks while delivering best-practice customer care.

Key Responsibilities

  • Manage unresolved complaints and disputes in line with internal policies and external regulatory obligations.
  • Communicate clearly and empathetically with customers and stakeholders, delivering exceptional service.
  • Prepare well-documented, policy-aligned decisions and liaise with external bodies including AFCA and underwriters where necessary.
  • Identify trends and contribute feedback that supports broader business improvements and systemic issue resolution.
  • Maintain accurate records and support reporting obligations, including weekly, monthly and ad hoc metrics.
  • Stay informed of evolving industry standards, legislative requirements, and best-practice dispute resolution.

About You

  • Minimum 3 years' experience in insurance claims—ideally travel-related.
  • Strong experience in complaint handling or dispute resolution.
  • Confident communicator with excellent written skills and a high level of emotional intelligence.
  • Sound knowledge of the General Insurance Code of Practice, AFCA, and other relevant regulatory frameworks.
  • High attention to detail and capable of managing competing priorities.
  • Comfortable using Microsoft Office and CRM/reporting tools; RG165 or similar qualification is advantageous.

Why You'll Thrive Here

  • Join a trusted, values-led business with a strong emphasis on fairness, care and doing what's right.
  • Work alongside a collaborative, supportive team that puts customers first.
  • Enjoy flexible working arrangements and a people-first culture.

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