As a Senior Dispute Resolution Specialist, you'll play a key role in resolving financial complaints fairly and efficiently. We're looking for experienced professionals with a strong understanding of complaint handling and dispute resolution processes to join our Life Insurance team.
Key Responsibilities:
* Manage complex complaints with precision, professionalism, and strategic insight
* Use negotiation, conciliation, and case investigation skills to resolve disputes efficiently and fairly
* Determine key issues and investigate where further information is required from complainants and third parties
* Produce written decisions in plain English
* Apply relevant legislation, codes, and AFCA's Fairness Jurisdiction
In this role, you will:
1. Review complaints from consumers and small businesses that have not been resolved directly with the financial firm
2. Work with customers to gather information and understand the core issues
3. Prepare preliminary assessments and draft decisions on complaints that are not able to be resolved by agreement
4. Lead the resolution of challenging complaints involving multiple issues
5. Contribute to operational improvements and align practices with broader strategy
We consider a range of complaints relating to life insurance such as income protection, funeral, trauma, TPD, accidental death, and endowment policies.
Requirements:
* Demonstrated experience in life insurance or a legal background
* Strong understanding of complaint handling and dispute resolution processes
* Strategic mindset
* Ability to investigate and identify complex complaints
* Strong verbal and written communication skills
* Excellent organisational skills
* Resilience and empathy
Benefits:
* Opportunity to thrive in a culture that values fairness, efficiency, and accessibility
* Hybrid working arrangements with flexible public holidays and 20 weeks paid parental leave
* Inclusive leave options
* Financial benefits through not-for-profit salary packaging
* A highly responsive approach to your work