External Dispute Resolution Specialist
About the job
This job is all about making a genuine impact by managing complex complaints with fairness, empathy, and professionalism. As an External Dispute Resolution Specialist, you will bridge the gap between customers and the business, advocating for integrity and fairness. The team thrives on collaboration and embraces challenges with curiosity and courage.
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, especially claims and cover.View
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Strong communication skills
Proven ability to convey clear, concise messages and influence outcomes.View
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Empathy in conflict resolution
Experience managing emotionally charged conversations with professionalism.View
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