Dispute Resolution Specialist
We are seeking an experienced Complaint Resolution Manager to join our team. As a key member of our dispute resolution process, you will be responsible for resolving customer complaints in accordance with external guidelines, policies, and procedures.
About the Role:
* Resolve customer complaints in accordance with external dispute guidelines, policies, and procedures, and related policy documents.
* Engage with stakeholders across General Insurance areas, including Property, Motor, Commercial, and Farm.
* Communicate with customers in a professional and empathetic manner to understand their concerns and provide updates in line with agreed timeframes as part of the complaint's resolution process.
* Collaborate with internal stakeholders, including Claims, Legal, Underwriting, Product, Risk, and Compliance teams, to ensure complaints are handled in accordance with company policies and regulatory requirements.
* Develop and implement solutions to resolve customer complaints, including compensation, corrective actions, and process improvements.
* Monitor and meet key performance indicators related to complaint resolution, such as response times, resolution rates, and customer satisfaction scores.
* Identify appropriate external support services for customers experiencing vulnerability and prepare referrals where required.