External Dispute Resolution Specialist
About the job
This job is about being an External Dispute Resolution Specialist who protects, trusts, and shapes better outcomes for customers. By managing complex complaints with fairness and empathy, you will make a genuine impact while balancing technical precision with customer understanding. The team values collaboration and thrives in a dynamic environment, ensuring that every interaction is grounded in integrity and fairness.
You'll be responsible for
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Managing a dynamic portfolio of insurance complaints
Handle complaints referred to the Australian Financial Complaints Authority (AFCA) or other external schemes, ensuring timely and empathetic resolutions.📝
Preparing detailed submissions
Create high-quality written submissions advocating for fair outcomes and resolving matters in a commercially sound manner.🤝
Collaborating with stakeholders
Work closely with customers, their legal representatives, and AFCA case workers to navigate complex legal and policy matters.What we're looking for
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General insurance expertise
Deep knowledge of insurance products, particularly claims and cover.View
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Strong communication skills
Proven ability to convey information clearly and influence outcomes.View
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Empathy in conflict resolution
Experience managing emotionally charged conversations with professionalism.View
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