Join a collaborative team to exercise your skills in dispute resolution with our customers at the forefront of our mind.
* You will manage a portfolio of complaints in accordance with our complaints management processes.
About You
We are looking for someone with extensive experience within the same or a similar technical role who can bring their knowledge and passion for customer relations, advocacy and dispute resolution.
* Strong background in insurance or legal; Must have a solid understanding of risk, compliance and policy
* General understanding of regulatory expectations, approach to complaint handling, fees and determinations
* Previous experience in external dispute resolution
* Ability to problem solve and build strong relationships with customers and stakeholders
* Strong written and verbal communication skills, including great negotiation skills
* Excellent time management skills, ability to work under pressure and with pace when required
* Passionate about providing a gold standard service to our customers and stakeholders and ability to show high levels of empathy
About Us
We value our employee's experience with us and are proud to have been recognised for several awards.
* Excellence in Diversity, Equity & Inclusion Award
* Most Inclusive Workplace
* LinkedIn Top Employer & HRD Employer of Choice
* Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing
Benefits
We offer a range of benefits to enhance your work life balance and provide holistic support.
* 'Hybrid Working' – a mix of working from home and in the office
* Life Leave, supporting the life events we all experience, leaving your annual leave for rest
* Free wellbeing coaching, nutritional, confidential counselling, financial and legal advice
* Flexible leave for parents, including paid super
* Voluntary super contributions and company matching
* Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums
* A range of discounts on goods and services
This is an exciting opportunity to join our highly supportive and dynamic team.
* This role will see you exercising a wide range of skills as part of our dispute resolution process with our customers at the forefront of our mind.
* You will be joining a collaborative team where you will manage a portfolio of complaints in accordance with our complaints management processes.
* Your attention to detail and commitment to improving the customer experience will also see you playing a part in identifying root causes of complaints and opportunities for improvement that would lead to better customer outcomes.
* A key element of the role will involve assessing, investigating and critically analysing policies, legislation and expert evidence along with adopting a proactive, solution focused mindset to resolving customer issues.
* You are the final decision maker and will manage a portfolio of external dispute resolution complaints.
* You will be engaging with internal and external stakeholders to manage complaint resolution requirements and outcomes.
Please note this is not an exhaustive list and there may be other tasks and responsibilities associated with the role.