Case Manager - External Dispute Resolution (EDR)

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 Role

You’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 Role

You’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 Doing
The resolution work:

- Review and respond to AFCA complaints on behalf of the business, investigating each case thoroughly and fairly
- Negotiate outcomes that balance customer needs with business considerations whilst finding that sweet spot where everyone wins
- Prepare detailed written submissions to AFCA when disputes need formal resolution
- Exercise your delegated authority to resolve disputes effectively, applying policy knowledge and valuable judgment in equal measure

The people-centred stuff:

- Recognise customer vulnerabilities and provide appropriate support - because empathy matters
- Communicate outcomes clearly and confidently, both in writing and over the phone
- Be a trusted advisor to internal teams, providing technical guidance and insights on dispute resolution
- Role model our values in every interaction, whether with customers, colleagues or external stakeholders

The bigger picture:

- Spot opportunities for improvement - whether it's processes, systems, products or customer experience




- Share your insights with relevant teams to help us get better at what we do
- Meet 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 Required

Essential experience:

- Proven general insurance experience and customer complaints handling
- Previous dispute resolution experience in insurance or finance
- Working knowledge of GICOP, RG271, and AFCA processes, or the ability to get up to speed quickly

Your superpowers:

- Problem-solving: You can take complex situations, break them down, and find a path forward
- Negotiation: You're skilled at creating win‑win outcomes and know how to bring people together
- Communication: You can explain complex decisions clearly, confidently and compassionately - both in writing and conversation
- Decision‑making: You're comfortable making tough calls in a timely way, even when the answer isn't obvious
- Time and workload management: You know how to prioritise when multiple deadlines are competing for attention
- Analytical thinking: You're comfortable working with data, policy detail and customer information to make sound recommendations
- Attention to detail: Accuracy matters to you, whether it's recording information or crafting a submission

Bonus points for:

- Qualifications or training in dispute resolution, negotiation, mediation or conciliation
- Legal background or insurance studies
- Claims experience

Ready to bring your dispute resolution expertise to a team that values

📌 Case Manager (Brisbane)
🏢 Auto & General
📍 Brisbane