Internal Dispute Resolution Case Manager

3 days ago

Sydney, New South Wales, Australia Commonwealth Superannuation Corporation (Csc) Full time

Posted: 31/10/2024

Closing Date: 14/11/2024

**Job Type**: Contract

Location: Sydney

Job Category: Banking and Financial Services,Call Centre and Customer Service,Insurance & Superannuation

At CSC, we know that it takes all of us working together, united as one, to guide our customers towards their retirement dreams. We're proud to wear the government crest, and proud to serve those who serve our country.

Every day, CSC makes a real difference by guiding our customers to make the right choices, and to feel confident about their financial wellbeing. Through rich customer insights and world-leading investment strategies, we're always growing and improving. That means creating an environment where each and every one of us has the opportunity to strive together for excellence.

With over $70B in funds under management, CSC has provided superannuation services to employees of the Australian Government and members of the Australian Defence Force for over 100 years. We are proud to serve those who serve Australia.

**The drive to make a difference.**

**Your new role**

We are seeking resilient and motivated individuals who are passionate about solving problems for customers whilst delivering the best possible outcomes within frameworks, legislation and regulations.

As the Internal Dispute Resolutions Case Manager, you will effectively case manage escalated customer care enquiries and formal complaints covering all schemes across CSC. You will put customers first and communicate clearly to better understand their motivations and triggers.

You will use effective questioning techniques and analysis to understand the cause of the complex complaints and provide an appropriate resolution.

**Primary responsibilities include**:

- Investigating, analysing and resolving formal complaints and customer care cases within legislation and SLA's
- Liaising with key internal and external stakeholders and preparing written responses to a high standard
- Preparing formal written responses to customer complaints in a manner which results in high levels of customer satisfaction and ensures all issues/concerns have been addressed and CSC's position is fair and reasonable

**Desired Skills and Experience**:
**What you need to excel**
- Prior case handling or case management experience, highly desired
- Experience or exposure to a regulated/legislated environment
- Excellent communication skills - written and verbal. (Be willing to pick up the phone to talk to customers when required)
- Well-developed time management skills that help you effectively manage competing priorities
- The ability to build relationships with internal stakeholders at all levels
- Ability to identify potential training/learning opportunities to encourage a continuous improvement focus
- Capability to take initiative and think outside the box
- Exposure to de-escalation techniques and resilience on complex cases
- Proficiency in excel, a bonus

**What will you get in return?**
- 12 month Randstad contract with attractive hourly rates
- Opportunity to join a highly experienced and knowledgeable team
- Benefit from CSC's commitment to excellence through the core competency framework which underpins all people processes to foster empowerment, continuous development, recognition, and a collaborative culture, ensuring you have the tools and support necessary to thrive and excel in your role.

**How** **do I apply?**

**Please note**: Agency submissions will not be considered for this position**

**More about CSC**:

  • Case Manager Internal Dispute Resolution

    3 days ago

    Sydney, New South Wales, Australia Bendigo And Adelaide Bank Full time

    Case Manager Internal Dispute Resolution**Closing date**:Tuesday 4th February****Position Description: PD - Case Manager Internal Dispute Resolution (Oct 2024) (5).docx****Your new role with Bendigo Bank is just a few clicks away.****About the role**As our **Case Manager Internal Dispute Resolution**you will report to the **Team Manager Internal Dispute...

  • External Dispute Resolution Case Manager

    2 days ago

    Sydney, New South Wales, Australia Zurich Insurance Full time

    **How does 5 weeks leave per year, an impactful career that you'll truly love, and working for a great organisation that empowers wellbeing sound like to you?****A new adventure awaits**At Zurich we're on a journey towards a brighter futureA brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and...

  • Claims Dispute Resolution Case Manager

    2 days ago

    Sydney, New South Wales, Australia Zurich Insurance Full time

    A new adventure awaits- At Zurich we're on a journey to lighting the way to a brighter futurea brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.- This exciting adventure will drive positive impact. So, if you want to be part of a values led organisation, that is a leader in the...

  • International Dispute Resolution Specialist

    3 days ago

    Sydney, New South Wales, Australia beBeeDispute Full time $120,000 - $200,000

    Job Opportunity:This role presents an ideal platform for a seasoned litigator to expand their expertise and take on new challenges in international dispute resolution.Work on a diverse range of disputes, including complex cross-border litigation and specialist construction and financial services matters.Develop expertise in drafting and negotiating legal...

  • Dispute Resolution Specialist

    2 weeks ago

    Sydney, New South Wales, Australia beBeeDispute Full time $101,784 - $108,468

    Case Manager - Dispute Resolution SpecialistAs a Dispute Resolution Team Member, you will play a pivotal role in managing risk and delivering exceptional service to our customers.You will handle dispute cases primarily raised to the Australian Financial Complaints Authority (AFCA) across a wide range of banking products. You will also manage disputes...

  • Dispute Resolution Specialist

    2 days ago

    Sydney, New South Wales, Australia beBeedispute Full time $90,000 - $120,000

    Dispute Resolution SpecialistThis exciting opportunity will drive positive impact as you manage the investigation and resolution of disputes with external parties.As a Dispute Resolution Specialist, you will be responsible for providing advice and direction to internal stakeholders while ensuring compliance to the complaints process. Your advanced...

  • Internal Dispute Resolution Manager

    3 days ago

    Sydney, New South Wales, Australia beBeeDisputeResolution Full time $90,000 - $125,000

    Job DescriptionThe primary objective of this role is to oversee the examination and resolution of client disputes within a professional framework.This involves conducting thorough reviews of disputed CTP Care claims decisions under the Motor Accident Injuries Act 2017 (NSW) and Motor Accident Guidelines, providing recommendations that are fair, timely, and...

  • Dispute Resolution Specialist

    22 hours ago

    Sydney, New South Wales, Australia beBeeDisputeResolution Full time $100,000 - $120,000

    Are you looking for a challenging and rewarding career as a dispute resolution specialist? This is an exciting opportunity to join our team as an External Dispute Resolution (EDR) Case Manager.As an EDR Case Manager, you will be responsible for managing disputes lodged with external dispute resolution schemes. You will thoroughly investigate cases, working...

  • Dispute Resolution Specialist

    3 days ago

    Sydney, New South Wales, Australia Shift Full time

    About the roleAre you experienced in dispute resolution and passionate about delivering excellent customer outcomes?In this role, you will manage Shift's Internal Dispute Resolution and External Dispute Resolution programs, ensuring high quality complaint handling that drives customer satisfaction.You'll assess and investigate disputes, manage complaints...

  • Dispute Resolution Manager

    5 days ago

    Sydney, New South Wales, Australia Shift Financial Pty Ltd Full time $90,000 - $120,000 per year

    Company DescriptionAt Shift, we're business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.We believe Australian businesses are the driving force behind our economy and are core to our communities. That's why our business expertise, focus on relationships, and...