Indigeco is recruiting for a Dispute Resolution Specialist on behalf of a leading Australian insurance organisation.
The role focuses on reviewing complex insurance claims, investigating disputes and determining fair and reasonable outcomes in line with policy terms and conditions.
This is an identified recruitment opportunity for Aboriginal and/or Torres Strait Islander applicants. The position is intended to support improved employment opportunities and representation for First Nations professionals.
KEY RESPONSIBILITIES
- Manage escalated Level 2 complaints through the internal dispute resolution process.
- Handle complaints referred to AFCA, including preparing responses and supporting documentation.
- Review insurance claim files, expert reports and supporting evidence to assess disputed matters.
- Analyse complex information and interpret relevant policy terms, conditions and contractual obligations.
- Prepare clear, well-reasoned decision letters and written responses.
- Communicate decisions and outcomes professionally to customers, brokers, agencies and internal stakeholders.
- Liaise with relevant parties to investigate complaints and progress matters towards resolution.
- Apply sound judgement to support fair and reasonable customer outcomes.
- Maintain accurate documentation and follow relevant policies, procedures and regulatory requirements.
KEY REQUIREMENTS
- Strong written and verbal communication skills, with the ability to explain complex information clearly.
- Excellent analytical, investigative and problem-solving capabilities.
- The ability to understand complex concepts, policies, procedures and contractual documentation.
- Strong attention to detail and a commitment to fair and ethical decision-making.
- Resilience, curiosity and a willingness to learn new technical concepts.
- A customer-focused approach and the ability to exercise sound judgement when assessing complaints.
- The ability to work collaboratively while taking ownership of individual matters.
Relevant backgrounds may include:
- Law graduates, paralegals, legal clerks or law students.
- Insurance claims specialists and claims assessors.
- Complaints management and dispute resolution professionals.
- Banking and financial services professionals with experience handling escalated complaints.
- Experienced customer service professionals with strong analytical and problem-solving skills.
Previous insurance or dispute resolution experience is advantageous but not essential. Candidates must demonstrate the ability to learn complex technical concepts and apply them objectively.
If this sounds like an interesting prospect, then apply today.
The recruitment approach is subject to the applicable provisions of the Anti-Discrimination Act 1977 (NSW) and the Racial Discrimination Act 1975 (Cth). The legal basis for restricting eligibility to First Nations applicants should be confirmed by the employer before the role is advertised.