6-Month Contract | $*****/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:
$***** per hour + superannuation
Duration:
6-Month contract
Location Structure:
Melbourne CBD base.
Phase 1 (Training & Onboarding):
100% full-time in office 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