External Dispute Resolution Specialist
About the job
The External Dispute Resolution Specialist job is all about making a genuine impact by managing complex complaints with fairness and professionalism. This position is crucial as it serves as a bridge between customers and the business, ensuring that every interaction is handled with integrity and empathy. The team thrives on collaboration and embraces challenges, all while staying grounded in their purpose.
You'll be responsible for
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Managing insurance complaints
Manage a dynamic portfolio of insurance complaints referred to the Australian Financial Complaints Authority (AFCA) or other external schemes.📝
Preparing submissions
Prepare detailed, high-quality written submissions, advocate for fair outcomes, and resolve matters in a timely, empathetic and commercially sound manner.🤝
Collaborating with stakeholders
Collaborate with customers, their legal representatives and AFCA case workers.Key criteria
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General insurance expertise
Deep knowledge of general insurance products and claims processes.View
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Understanding of regulatory frameworks
Working knowledge of AFCA processes and General Insurance Code.View
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Strong communication skills
Ability to influence and advocate through clear, concise writing.View
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