Job Description

Claims Dispute Resolution Technical Lead

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4d ago , from Illawarra Mercury Job Board

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We're looking for a highly skilled Claims Dispute Resolution Technical Lead to champion NTI's dispute resolution framework, provide expert guidance on complex complaints and disputes, and play a key role in driving best-practice customer outcomes across Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) matters.

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Whilst this is not a people management role, it is an chance to influence outcomes through technical expertise, coaching, mentoring and leadership in complaints and dispute resolution.

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This role can be located in Newcastle NSW or Sydney NSW.

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This role gives you the opportunity to:

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Lead Dispute Resolution Excellence - Manage and oversee complex complaints and dispute resolution matters while ensuring alignment with regulatory requirements and best practice.

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Influence Outcomes - Provide expert guidance on escalated customer complaints, claim disputes, policy interpretation, commercial decisions and remediation considerations.

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Strengthen Customer Outcomes - Drive fair, consistent and customer-focused resolutions across IDR and EDR matters.

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Collaborate Across the Business - Partner with leaders and teams to enhance complaint handling capability, governance and customer experience outcomes.

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Develop Capability Through Coaching - Support claims professionals and leaders through mentoring, guidance and knowledge sharing in complaints and dispute resolution practices.

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Key responsibilities:

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Managing complex Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) matters from commencement through to resolution within agreed service standards and timeframes.

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Providing specialist advice and recommendations on escalated, contentious or high-risk complaints and disputes.

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Leading responses to AFCA complaints and representing the business through dispute resolution processes where required.

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Ensuring dispute resolution activities comply with legislative, regulatory and internal governance requirements.

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Identifying complaint trends, systemic issues and opportunities for improvement, and coordinating action plans with senior leadership.

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Conducting quality assurance activities, audits and reporting to drive continuous improvement in complaints management and customer outcomes.

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Building strong and effective relationships with internal stakeholders, intermediaries, customers, legal representatives, AFCA and service providers.

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Acting as a trusted advisor and subject matter expert on complaint handling, dispute resolution and customer vulnerability considerations.

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Contributing to cultural change, innovation and service differentiation initiatives.

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Completing reporting, analysis and other responsibilities as required by the business

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What we'll love about you:

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You will be a proactive, knowledgeable and customer-focused professional who enjoys resolving complex issues and finding balanced outcomes. You'll bring strong technical expertise, sound judgement and the ability to influence stakeholders across a broad range of complex disputes.

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You will ideally have:

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Relevant industry qualifications such as ANZIIF or commitment to commence within 12 months (essential).

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Minimum 3 years' experience in dispute resolution, complaints management,



technical claims, complex claims or specialist claims roles (essential).

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Demonstrated experience managing IDR and/or EDR matters, preferable including AFCA complaints.

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Strong understanding of general insurance products, policy interpretation and claims management principles.

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Strong analytical, problem-solving and decision-making skills.

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Excellent written communication skills with the ability to prepare high-quality complaint responses and submissions.

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Ability to communicate assertively while building trust and confidence across stakeholders.

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Proven experience managing multiple complex matters and competing priorities.

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Demonstrated passion for coaching, mentoring and developing capability in others.

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High level of discretion, maturity and emotional resilience.

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Ability to identify systemic issues and drive improvements that enhance customer outcomes and business performance.

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What to expect when you're a part of the NTI family:

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At NTI, we're committed to providing an environment where our team members feel comfortable to be themselves and valued for their unique perspectives and contributions. We are committed to being a Best Employer of the Best People, and as such, we offer:

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A real and tangible commitment to your development and ongoing study

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Competitive annual incentive program

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Up to 50% discount on a large range of personal insurance products

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Access to discounts on over 350 retailers across Australia

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The ability to apply for flexible working arrangements

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You may be required to complete phone, face-to-face or video interviews, psychometric testing, and pre-employment checks as part of the application process. These are all great ways for us to get to know you better - and for you to get to know us.

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📌 Claims Dispute Resolution Technical Lead (New South Wales)
🏢 NTI
📍 New South Wales