We're seeking an experienced dispute resolution professional with strong Internal Dispute Resolution (IDR), External Dispute Resolution (EDR) and AFCA experience to oversee complex complaints and claim disputes. This role will act as a technical subject matter expert, driving fair customer outcomes while providing expert guidance on regulatory obligations, policy interpretation and dispute strategy.

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

This role can be located in Melbourne, Sydney, Newcastle or Brisbane.

This role gives you the opportunity to:

- Lead Dispute Resolution Excellence - Manage and oversee complex complaints and dispute resolution matters while ensuring alignment with regulatory requirements and best practice.
- Influence Outcomes - Provide expert guidance on escalated customer complaints, claim disputes, policy interpretation, commercial decisions and remediation considerations.
- Strengthen Customer Outcomes - Drive fair, consistent and customer-focused resolutions across IDR and EDR matters.
- Collaborate Across the Business - Partner with leaders and teams to enhance complaint handling capability, governance and customer experience outcomes.
- Provide Technical Leadership - Provide technical advice and direction to claims teams on complex dispute matters, AFCA complaints and regulatory obligations.

Key responsibilities:

- Managing complex Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) matters from commencement through to resolution within agreed service standards and timeframes.
- Providing specialist advice and recommendations on escalated, contentious or high-risk complaints and disputes.




- Leading responses to AFCA complaints and representing the business through dispute resolution processes where required.
- Ensuring dispute resolution activities comply with legislative, regulatory and internal governance requirements.
- Identifying complaint trends, systemic issues and opportunities for improvement, and coordinating action plans with senior leadership.
- Conducting quality assurance activities, audits and reporting to drive continuous improvement in complaints management and customer outcomes.
- Building strong and effective relationships with internal stakeholders, intermediaries, customers, legal representatives, AFCA and service providers.
- Acting as a trusted advisor and subject matter expert on complaint handling, dispute resolution and customer vulnerability considerations.
- Contributing to cultural change, innovation and service differentiation initiatives.
- Completing reporting, analysis and other responsibilities as required by the business

What we’ll love about you:

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.

You will ideally have:

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




- Minimum 3 years' experience managing complex insurance disputes, IDR matters, EDR matters, AFCA complaints, technical claims reviews or comparable dispute resolution roles within financial services or insurance. (essential)
- Direct experience preparing responses to AFCA complaints and managing matters through AFCA dispute resolution processes.
- Strong understanding of general insurance products, policy interpretation and claims management principles.
- Strong analytical, problem-solving and decision-making skills.
- Excellent written communication skills with the ability to prepare high-quality complaint responses and submissions.
- Ability to communicate assertively while building trust and confidence across stakeholders.
- Proven experience managing multiple complex matters and competing priorities.
- Demonstrated passion for coaching, mentoring and developing capability in others.
- High level of discretion, maturity and emotional resilience.
- Ability to identify systemic issues and drive improvements that enhance customer outcomes and business performance.

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

At NTI, we’re committed to providing an setting 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:

- A real and tangible commitment to your development and ongoing study
- Competitive annual incentive program
- Up to 50% discount on a large range of personal insurance products
- Access to discounts on over 350 retailers across Australia
- The ability to apply for flexible working arrangements

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📌 Technical Dispute Resolution Lead (IDR/EDR) (Queensland)
🏢 NTI
📍 Queensland