Senior Dispute Resolution Specialist

So many reasons to CHUse CHU

We're Australia's first and leading Strata Underwriting agency, with a commitment to leading the way in our industry, through focusing on Artificial Intelligence & Technology, Diversity & Inclusion and Environmental Sustainability.

A career at CHU is a career of opporCHUnity. The opportunity to create, innovate and grow. When you join our team, you're joining an industry leader with a track record for putting our people and our customers first. Despite being in 5 different locations across Australia, our leading hybrid working model and technology enables our people to be close-knit and connected.

All about CHU

CHU is part of the Steadfast Group; a top 200 ASX-listed company with $9.8 billion in total billings. As the market leader we protect over 100,000 residential strata properties across Australia, with almost half a trillion value insured. We are multi-award winners: back-to-back winners of the Underwriting Agency of the Year Award & Claims Team of the Year 2024, plus Excellent in Environment, Social and Governance Change winners for 2024. We are proud to be an award-winning underwriting agency and our goal is to continue to put people, planet, partnership and prosperity at the heart of what we do.

Working with CHU

When you join CHU, you will join a friendly and supportive team who are committed to your wellbeing and engagement. We want you to enjoy your work each day and derive satisfaction from being part of a collaborative organisation and culture. To support and reward you, we offer:

• Work where suits you best - we are proud of our leading, inclusive and flexible hybrid work model
• Real connection and interaction - we offer regular Company wide team & ConnecCHUn Days
• Hard work deserves recognition- competitive salary packaging and annual bonus scheme
• Grow your future savings - employer matched superannuation contributions
• Take the stress out of the unexpected – access up to 4 extra flexible paid leave days for life's ups and downs
• Celebrate the joy of parenthood - 18 weeks paid parental leave
• We support your charitable work - access to a paid volunteer day each year
• Cut your monthly costs - paid SCI, Life Insurance and Travel Insurance
• Grow with us - professional development and study assistance and study leave
• Support when you need it most- extensive health and wellbeing initiatives
• Diversify your experience - Work and Travel Adventure Program, Career Breaks
• Family first - CHU are accredited as a Family Inclusive Workplace 2022/25
• You can be you - CHU are recognised as an Inclusive Employer 2023/25 by the Diversity Council Australia

For further information, head to the benefits section of our our careers page.

What your new job looks like …

As a customer champion, you will be responsible for the investigation, review and finalisation of all complaints across all business units in CHU. The role sits within the operations team and reports to the IDR Team Leader. You will utilise you prior experience to drive continuous improvement in identifying and resolving complaints, compliance, breaches and quality trends across all operations.

Day to day you will …

• Proactively investigate verbal and written complaints, including identifying and reporting breaches.
• Draft customer centric, logical, well explained and comprehensive decisions in plain English.
• Negotiate and compromise decisions where required to come to a timely and fair resolution.
• Maintain contact with the complainant by providing regular updates and focusing on prompt resolution, using negotiation skills as necessary.
• Identify key trends and remedies, provide feedback to the business to improve efficiencies and results.
• Adhere to KPI's and General Insurance Code of Practice timeframes.
• Maintain currency of legislative knowledge and any key policy changes.
• Provide risk insights and guidance to the Underwriting, Claims and Risk & Compliance team to improve their systems and processes.
• Mentor junior members of the team and provide support and guidance.
• Assist the IDR Manager with any project based tasks as required.
• Assist the IDR Manager with any workload, complaints allocations and to be the point of contact for the business and the IDR team during annual leave.

We'd love to meet you, especially if you can talk to us about your…

• Minimum 5 years' experience in complaints management, ideally within general insurance, a financial institution or within AFCA.
• Knowledge of ASIC's RG271 & General Insurance Code of Practice.
• Strong problem solving and ability to think critically and analytically.
• Ability to make logical and accountable decisions.
• Displaying a win-win approach with all complaints.
• Strong understanding of customer vulnerability, empathy and compassion.
• Demonstrated high level of organisational and time management skills.
• Resilience to remain calm under pressure and maintain professionalism.
• Excellent communication skills (written and verbal).
• Team orientated approach combined with a willingness to learn and grow in the role.

Our commitment to you

At the heart of CHU's company culture is recognition of the value our team members bring to the workplace through their individual backgrounds, culture, strengths, creativity, ideas, shared experiences and access to a flexible work environment.Every applicant is assessed on what they can contribute to CHU and how they as individuals can enrich our workplace both now and in the future.We are a neuro-inclusive and disability aware employer and encourage applicants to openly request any adjustments they need. We are committed to creating a psychologically safe recruitment experience.