2 Max-Term, 2-year opportunities, based in Melbourne or SydneyMake a difference, make it meaningfulChampion the voice of the customer2 Max-Term, 2-year opportunities, based in Melbourne or SydneyThe prospect to join our teamWe'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 significant 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 ResponsibilitiesManage end-to-end investigation and resolution of Internal Dispute Resolution (IDR) complaintsLiaise with members, trustees, insurers and internal stakeholders to gather evidence and assess outcomesPrepare clear,



well‐reasoned written IDR responses in line with RG271 and plain English standardsCommunicate with members in a professional and empathetic manner to support positive outcomesIdentify, assess and manage risk throughout the complaint lifecycleEscalate incidents, reportable situations and potential systemic issues (PSIs) as requiredContribute to workflow management activities, including case prioritisation and monitoring, to ensure complaints progress efficiently and regulatory timeframes are metMaintain accurate and complete records in case management systems for audit and reporting purposesIdentify complaint trends and contribute insights to improve processes and member experienceWhat You Will BringExperience in complaints, disputes or case management within financial servicesStrong understanding of RG271 and complaint handling obligationsProven ability to investigate and resolve complex complaints with sound judgementExcellent written and verbal communication skillsStrong analytical skills and attention to detailAbility to manage competing priorities and meet deadlinesHigh level of customer empathy and professionalismExperience using case management systems and maintaining accurate recordsWe 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 (Sydney)
🏢 Insignia Financial
📍 Sydney