6-Month Contract | $38.89/hour + Super | Melbourne CBD (Hybrid post-training)

Dispute Assessment Officer - Insurance

The Role

We are seeking a Dispute Assessment Officer based in Melbourne CBD.

Working within the Assessment & Eligibility team, you will act as a primary gatekeeper for incoming and unpaused dispute submissions. A major component of this contract involves managing a project backlog of claims.

Key Responsibilities

- Jurisdictional & Eligibility Assessment: Review incoming disputes and unpaused backlog files to evaluate whether complaints meet governing operational rules-specifically assessing whether products ceased past time limits (e.g., >6 months ago) or fall outside valid lodgement windows.

- Disclosure & Disclosure Analysis: Evaluate dispute evidence

- Templated Case Processing: Review standardized submissions, verify facts against firm records, apply standard operational outcomes, and issue templated decision outcome letters.

- Stakeholder Liaison & Check-Ins: Communicate clearly via telephone and written correspondence with members of the public, representative firms, and financial institutions to provide updates and request missing documents.

- Triage & Escalation: Identify vulnerable individuals needing tailored support, and recognize complex legal issues for escalation to senior specialists.





Candidate Requirements

- Background: 3+ years in dispute resolution, legal claims, regulatory compliance, ombudsman services, or community sector advocacy (or relevant tertiary qualifications).

- Analytical Capability: Proven ability to digest documentation, interpret governing rules, identify key issues, and make logical, defensible eligibility decisions.

- High-Volume Case Management: Experience handling backlogs, working efficiently with templated correspondence, and maintaining accuracy under targets.

- Communication Skills: Exceptional phone manner and plain-English written drafting skills.

- Product Literacy: Basic understanding of consumer finance, general insurance, or add-on financial products.

Work Location & Offer

- Pay Rate: $38.89 per hour + superannuation

- Duration: 6-Month contract

- Location Structure: Melbourne CBD base.

- Phase 1 (Training & Onboarding): 100% full time on-site in the office for the first 6-8 weeks.

- Phase 2 (Ongoing): Hybrid model (3 days in office / 2 days work from home).

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

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📌 Dispute Resolution Administrator - Insurance (Melbourne)
🏢 Randstad
📍 Melbourne