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 opportunity 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 outstanding 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.

📌 IDR Case Manager (Melbourne)
🏢 Insignia Financial
📍 Melbourne