Dispute Resolution Officer

About Us:

Tokio Marine Group is one of the largest global insurance companies with businesses in 38 countries and regions worldwide.

Tokio Marine Management Australasia (TMMA) has grown from its beginnings in Australasia over 50 years ago as a niche Japanese commercial insurer into a diversified operation offering a strong mix of commercial and personal lines. Leading the way in travel, accident and health, bond and credit and cyber security insurance just to name a few.

We are guided by our core identity "To Be A Good Company".

TMMA and its agencies has over 200 employees across offices in both Australia and New Zealand, with its headquarters based in the Sydney CBD.

About the Opportunity:

The Dispute Resolution Officer is responsible for delivering fair and efficient resolution of customer disputes within the Leisure Travel business and across the broader TMMA group product lines.

This role works closely to ensure all dispute resolutions comply with relevant regulatory, industry, and company standards, identifying potential systemic issues through complaint analysis, providing critical feedback to the business, escalating risk events, and supporting their remediation.

The role includes.

• Review complaints and analyse all relevant documentation and correspondence involving the policy and/or claim
• Independently assess claims against relevant policy documentation as part of the complaint review.
• Review prior decisions or industry approach guidance documents.
• Liaise with stakeholders including AFCA, medical providers, travel service providers
• Comply to all regulatory requirements and internal process standards
• Provide clear and accurate responses to customers, advising stakeholders
• Analyse correspondence and documentation, identifying key issues including Claim information
• Reviewing Product and Policies and possible Systemic issues or incidents
• Assist in identifying complaint trends for monthly, quarterly and ad hoc reporting
• Provide support for the day-to-day administration requirements of the department and regular record keeping
• Demonstrated technical ability in analysing and resolving complaints efficiently and effectively, ensuring compliance with all regulatory requirements
• Strong working knowledge of relevant regulations and industry codes, including RG271, the Privacy Codes, General Insurance Code of Practice (GICOP), and the Insurance Contracts Act.
• Proven experience engaging with regulatory and external bodies such as AFCA, Privacy and Human Rights commissions, and relevant state tribunals.

About You:

As our preferred candidate, you will have:

• Experience within complaints management inclusive of internal and external dispute resolution schemes.
• Experience within General Insurance product/s is highly desirable.
• Strong ability to manage an independent workload while adhering to timeframes meeting internal and external Regulatory SLA's
• Ability to hold strong relationships with a wide range of stakeholders, brokers, service providers, and insurers.
• Strong problem solving and analytical skills to address complex issues with objectivity, sensitivity, and discretion.
• Strong ability to communicate effectively at all levels, drafting clear, professional correspondence.
• Strong teamwork and collaboration abilities, for knowledge sharing and working towards common goals.
• High level of integrity, ethics, and discipline, acting in accordance with company and industry codes of ethics
• Demonstrated professionalism, motivation, initiative, and attention to detail.
• Diploma or Bachelor degree, highly desirable.

What's in it for you?

• Competitive salary package with yearly bonus and great benefits
• Novated leasing options for your assets e.g., vehicle, mobile, laptop etc.
• A flat management operating structure which means minimal levels of hierarchy and access to Executive Leaders
• Flexible working - hybrid position, WFH 2 days a week, choose your schedule.
• Additional wellbeing leave day to use as you see fit in additional to optional flu vaccinations provided onsite.
• Volunteer day with a charity of your choosing.
• Social committee in a friendly, down-to-earth high performing culture that celebrates you.
• Ongoing learning and development programs tailored to your career progression goals and ambitions.
• Significant discounts with large Japanese multinational companies and other large national retailers

And many more

In return, we will give you everything you need to develop your skills and build a successful role at TMMA. If you're ready to step into a business and culture that will both challenge and excite you, apply now and let's make a difference together