Case Manager - External Dispute Resolution (EDR)5d ago , from Auto & General Holdings Pty LtdAre you someone who thrives on finding fair solutions?
Do you enjoy being the bridge between customers and business outcomes?
We're looking for a skilled dispute resolution professional to join our team.About the RoleYou'll be the voice of reason when things get tricky.
As our AFCA Dispute Resolution Specialist, you'll manage customer disputes escalated to the Australian Financial Complaints Authority (AFCA), working to find solutions that work for everyone involved.
This isn't just about ticking boxes, it's about understanding the full picture, advocating for fair outcomes, and representing Auto & General with integrity and empathy.You'll be trusted to make important decisions, negotiate outcomes, and prepare compelling submissions to AFCA when needed.
This role puts you right at the intersection of customer advocacy and business reality, where your judgment, empathy and problem-solving skills make a real difference every day.Are you someone who thrives on finding fair solutions?
Do you enjoy being the bridge between customers and business outcomes?
We're looking for a skilled dispute resolution professional to join our team.About the RoleYou'll be the voice of reason when things get tricky.
As our AFCA Dispute Resolution Specialist, you'll manage customer disputes escalated to the Australian Financial Complaints Authority (AFCA), working to find solutions that work for everyone involved.
This isn't just about ticking boxes, it's about understanding the full picture, advocating for fair outcomes, and representing Auto & General with integrity and empathy.You'll be trusted to make important decisions, negotiate outcomes, and prepare compelling submissions to AFCA when needed.
This role puts you right at the intersection of customer advocacy and business reality, where your judgment, empathy and problem-solving skills make a real difference every day.What You'll Be DoingThe resolution work:Review and respond to AFCA complaints on behalf of the business,



investigating each case thoroughly and fairlyNegotiate outcomes that balance customer needs with business considerations whilst finding that sweet spot where everyone winsPrepare detailed written submissions to AFCA when disputes need formal resolutionExercise your delegated authority to resolve disputes effectively, applying policy knowledge and good judgment in equal measureThe people-centred stuff:Recognise customer vulnerabilities and provide appropriate support—because empathy mattersCommunicate outcomes clearly and confidently, both in writing and over the phoneBe a trusted advisor to internal teams, providing technical guidance and insights on dispute resolutionRole model our values in every interaction, whether with customers, colleagues or external stakeholdersThe bigger picture:Spot opportunities for improvement—whether it's processes, systems, products or customer experienceShare your insights with relevant teams to help us get better at what we doMeet performance benchmarks and quality standards while maintaining accuracy and attention to detailKeep learning and growing, staying on top of industry trends and attending AFCA forums (virtual or in-person when in Brisbane)What Skills Are RequiredEssential experience:Proven general insurance experience and customer complaints handlingPrevious dispute resolution experience in insurance or financeWorking knowledge of GICOP, RG271, and AFCA processes, or the ability to get up to speed quicklyYour superpowers:Problem-solving: You can take complex situations, break them down, and find a path forwardNegotiation: You're skilled at creating win-win outcomes and know how to bring people togetherCommunication: You can explain complex decisions clearly, confidently and compassionately—both in writing and conversationDecision-making: You're comfortable making tough calls in a timely way, even when the answer isn't obviousTime and workload management: You know how to prioritise when multiple deadlines are competing for attentionAnalytical thinking: You're comfortable working with data, policy detail and customer information to make sound recommendationsAttention to detail: Accuracy matters to you,



whether it's recording information or crafting a submissionBonus points for:Qualifications or training in dispute resolution, negotiation, mediation or conciliationLegal background or insurance studiesClaims experienceReady to bring your dispute resolution expertise to a team that values fairness, empathy and smart problem-solving?
We'd love to hear from you.Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.Options for leave - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the chance to purchase additional leave to cover all of the big stuff.Grow with us - we've got learning and professional development opportunities to suit everyone.Give back - our A&G; Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.Celebrate the wins - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.Save money - as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.Work flexibility - with options to work from home two days per week.About us:Auto & General (A&G;) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.We're excited about the future and we're always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia's best insurer!
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📌 Case Manager - External Dispute Resolution (Edr) (Queensland)
🏢 Auto & General
📍 Queensland