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 mode (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 (Port Phillip City)
🏢 Randstad
📍 Port Phillip City