As a Senior Dispute Resolution Specialist in General Insurance, you will leverage your expertise in negotiation, conciliation, and case work investigation to ensure fair and efficient resolution of financial complaints. Working alongside a dedicated team, you will review complex complaints from consumers and small businesses that have not been resolved directly with the financial firm. Your objective will be to impartially negotiate fair outcomes, ensuring that all parties involved in the general insurance industry are satisfied with the resolution.
In this role, you will have the opportunity to:
- Review and investigate complaints from consumers and small businesses
- Gather information and understand the core issues of the complaints
- Determine key issues and gather further information from complainants and third parties
- Apply AFCA complaint resolution criteria and relevant legal principles to resolve complaints fairly and efficiently
- Mentor and provide guidance to staff members in complaint resolution and casework management, ensuring consistent high-quality service.
The kind of complaints you would review will be across:
- Domestic Insurance such as home and contents for car insurance
- Travel or ticket insurance
- Pet insurance
- Sickness or accident insurance
- Strata title insurance
- Small business insurances including farm insurance
