Internal Dispute Resolution Officer

2 days ago

Tullamarine Victoria, Australia Petcover Aust Pty Ltd Full time $60,000 - $100,000 per year

About Us

Petcover is a global pet insurance provider and the leading pet insurance provider in Australia and New Zealand and are growing rapidly in the UK and Europe.

Pets are at the heart of our business and our employees; supporting pet parents is what we do best, and why we love working at Petcover.

We pride ourselves on not only being different in terms of product quality, but service. We aim for every interaction we have with our customers to be one they leave feeling like we really care about them and their pets, because we do

You will be required to ensure fair and appropriate outcomes for both our clients and the business. You must have the ability to work both as part of a team and develop working relationships with internal and external stakeholders.

Make a difference as an Internal Dispute Resolution Officer.

Your Role

Join an industry leading and fast paced team as an Internal Dispute Resolution IDR Officer. Using your high-level dispute resolution capability and sense of fairness, along with your superior stakeholder skills, you will manage disputes referred to EDR schemes, such as the Australian Financial Complaints Authority (AFCA), and deliver a world-class dispute resolution experience to our customer and partners.

We have a permanent position available with immediate start Available.

Responsibilities

  • Receive and review insurance complaints from customers.
  • Obtain any necessary details and documentation through thorough investigation.
  • Conduct impartial and thorough investigations into each complaint, considering all relevant information.
  • Communicate effectively with customers, internal stakeholders and external parties to gather additional information and provide updates on the progress of complaint investigations.
  • Analyse complaints in line with regulatory compliance.
  • Make fair and reasonable decisions on complaints, prepare and issue written responses to customers.
  • Where needed, provide reports to external regulators and underwriters.
  • Proactively identifying systematic causes of customer dissatisfaction and contributing to the development of solutions.

About You

  • Proven experience in Dispute Resolution and Complaint Management in a general insurance or legal environment
  • Previous exposure to the AFCA complaints process
  • A strong customer focus, with the ability to show empathy and patience
  • Effective decision making and time management skills with the ability to work unsupervised and under pressure
  • Strong written and verbal communication skills, including advanced negotiation skills
  • Internal and external stakeholder engagement
  • Resilience and a positive mindset
  • Ability to manage simple and complex matters confidently
  • Strong computer literacy is essential

We're ready for you. Apply today. Please submit your Cover letter and resume

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