Resolution Specialist
Help Customers Find Fair and Balanced Solutions
-----------------------------------
About the Role
We're looking for a Resolution Specialist to play a key role in guiding customers through dispute resolution with fairness and empathy.
You'll work with customers and stakeholders to achieve fair and considered outcomes in both Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) teams.
Positions are available in all major cities, and we welcome applications from candidates with relevant experience.
What You'll Do
1. Manage and resolve disputes within the IDR process or complaints lodged with AFCA.
2. Engage with customers and stakeholders, offering clear guidance and support.
3. Assess complaints carefully, make well-reasoned decisions, and communicate outcomes with empathy.
4. Work collaboratively with a supportive team, sharing insights to enhance dispute resolution processes.
What We're Looking For
* Experience in dispute resolution or complaint management, ideally within General Insurance or a related field.
* Legal and/or mediation qualifications (desirable).
* Familiarity with the AFCA complaints process and relevant regulations.
* Strong communication, negotiation, and problem-solving skills to identify issues and find creative solutions.
* Ability to manage a dynamic portfolio of complaints in a fast-paced environment.
This is your opportunity to make a meaningful impact, work with a supportive team, and grow your career in resolution.