We are seeking a Dispute Assessment Officer based in Melbourne CBD.
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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.
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Key Responsibilities
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- 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.
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- Disclosure & Disclosure Analysis: Evaluate dispute evidence
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- Templated Case Processing: Review standardized submissions, verify facts against firm records, apply standard operational outcomes, and issue templated decision outcome letters.
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- 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.
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- Triage & Escalation: Identify vulnerable individuals needing tailored support, and recognize complex legal issues for escalation to senior specialists.
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Candidate Requirements
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- Background: 3+ years in dispute resolution, legal claims, regulatory compliance, ombudsman services, or community sector advocacy (or relevant tertiary qualifications).
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- Analytical Capability: Proven ability to digest documentation, interpret governing rules, identify key issues, and make logical, defensible eligibility decisions.
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- High-Volume Case Management: Experience handling backlogs, working efficiently with templated correspondence, and maintaining accuracy under targets.
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- Communication Skills: Exceptional phone manner and plain-English written drafting skills.
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- Product Literacy: Basic understanding of consumer finance, general insurance, or add-on financial products.
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Work Location & Offer
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- Pay Rate: $38.89 per hour + superannuation
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- Duration: 6-Month contract
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- Location Structure: Melbourne CBD base.n n
- Phase 1 (Training & Onboarding): 100% full-time in office in the office for the first 6-8 weeks.
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- Phase 2 (Ongoing): Hybrid model (3 days in office / 2 days work from home).
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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.