Dispute Resolution Officer - Insurance & Claims 6-Month Contract | $40.00/hour + Super | Melbourne CBD (Hybrid post-training)

The Opportunity We are currently recruiting for an analytical and solution-focused

Dispute Resolution Specialist

on behalf of a prominent organisation based in the Melbourne CBD.

Positioned within the Insurance division, you will manage a portfolio of standard-range dispute files between policyholders and insurance providers. Your core focus will be investigating claim facts, facilitating conciliations, and resolving disputes in line with industry standards, policy terms, and relevant legal frameworks.

Key Responsibilities

File Investigation & Analysis:

Thoroughly review insurance dispute files, evaluate supporting evidence, identify core issues, and determine fair remedies.

Alternative Dispute Resolution (ADR):

Schedule, prepare for, and conduct effective telephone conciliations and negotiations between complainants and insurer representatives.

Framework & Code Application:

Apply principles of natural justice, legal concepts, applicable industry codes, and precedent guidelines to achieve timely, balanced outcomes.

Stakeholder Engagement:

Maintain clear, empathetic, and objective communication with consumers, legal advocates, and corporate case managers.

Escalation & Systemic Reporting:

Draft comprehensive case assessments and elevate complex legal questions, potential systemic issues,



or serious misconduct to senior decision-makers.

What We Are Looking For

Experience:

2-3+ years in general insurance claims/disputes, alternative dispute resolution, legal practice, consumer advocacy, or a compliance environment (or relevant tertiary qualifications).

ADR Skills:

Proven ability to manage conflict, mediate discussions, and negotiate outcomes between opposing parties.

Analytical Capability:

Strong problem-solving skills with the ability to digest policy documents, medical/financial reports, and factual timelines efficiently.

Communication:

Superior verbal communication and plain-English drafting skills, with an ability to unpack complex insurance principles for non-technical audiences.

Time Management:

Demonstrated history of managing high caseloads and meeting strict operational targets in a fast-paced environment.

Work Model & Offer

Pay Rate:

$40.00 per hour + superannuation

Tenure:

6-Month Contract

Location Structure:

Melbourne CBD

Phase 1 (Training):

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 Officer - Insurance & Claims (Port Phillip City)
🏢 Randstad
📍 Port Phillip City