2 Max-Term, 2-year opportunities, based in Melbourne or Sydney
Make a difference, make it meaningful
Champion the voice of the customer
2 Max-Term, 2-year opportunities, based in Melbourne or Sydney
The chance to join our team
We're seeking an experienced and values‐driven complaints professional to join our Internal Dispute Resolution (IDR) team.
This is a great opportunity for someone who is passionate about delivering fair, timely and well‐reasoned outcomes, and who understands the important role effective complaint handling plays in building trust with members.
In this role, you'll take ownership of end‐to‐end IDR complaints, independently investigating matters and delivering high‐quality written responses in line with RG271 and regulatory expectations.
You'll engage directly with members and key stakeholders, using sound judgement, clear communication and empathy to navigate complex issues and achieve balanced outcomes.
You'll also contribute to identifying risks, trends and improvement opportunities, helping strengthen complaint handling practices and enhance the overall member experience.
Key Responsibilities
Manage end-to-end investigation and resolution of Internal Dispute Resolution (IDR) complaints
Liaise with members, trustees, insurers and internal stakeholders to gather evidence and assess outcomes
Prepare clear, well-reasoned written IDR responses in line with RG271 and plain English standards
Communicate with members in a professional and empathetic manner to support positive outcomes
Identify,



assess and manage risk throughout the complaint lifecycle
Escalate incidents, reportable situations and potential systemic issues (PSIs) as required
Contribute to workflow management activities, including case prioritisation and monitoring, to ensure complaints progress efficiently and regulatory timeframes are met
Maintain accurate and complete records in case management systems for audit and reporting purposes
Identify complaint trends and contribute insights to improve processes and member experience
What You Will Bring
Experience in complaints, disputes or case management within financial services
Strong understanding of RG271 and complaint handling obligations
Proven ability to investigate and resolve complex complaints with sound judgement
Excellent written and verbal communication skills
Strong analytical skills and attention to detail
Ability to manage competing priorities and meet deadlines
High level of customer empathy and professionalism
Experience using case management systems and maintaining accurate records
Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.
Please note that applications from agencies will not be considered at this time.
We acknowledge and celebrate the richness that individual differences bring to our team.
If you need assistance or an adjustment during the application process, please reach out and let us know.
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📌 Idr Case Manager (Melbourne)
🏢 Insignia Financial
📍 Melbourne