Description:
We are partnering with a well-regarded global insurer as they continue to strengthen their Internal Dispute Resolution (IDR) capabilities. This newly created IDR Officer role offers a fantastic opportunity to join a high-performing complaints team committed to regulatory excellence, customer fairness, and continuous improvement.As part of a dedicated IDR function, you will play a key role in advocating for the customer by managing complaints and disputes in line with industry regulations, including ASIC RG 271 and GICOP.
For you:
- Hybrid working flexibility
- Career pathway into compliance, complaints and governance
- Exposure to cross-functional areas – operations, legal, underwriting and more
- Strong team culture with values-driven leadership
- Be part of a business investing in uplift across the IDR function
- Manage complaints and disputes through to resolution, ensuring fairness and timeliness
- Review matters in line with RG 271, GICOP, AFCA and internal processes
- Maintain accurate complaint records and documentation
- Communicate clearly with customers, stakeholders, and external parties
- Escalate complex matters appropriately and in line with delegations
- Contribute to systemic issue identification and process improvement
- Assist with reporting, governance and quality improvement initiatives
- Minimum 2 years’ experience in insurance claims (travel insurance experience a bonus)
- Background in complaints or dispute resolution within financial services or insurance
- Sound knowledge of ASIC RG 271, GICOP and AFCA processes
- Strong communication, negotiation and problem-solving skills
- Ability to manage caseloads efficiently with care and professionalism
- Qualifications in RG165 or related (preferred but not essential)
We’d love to share more. Interviews will commence immediately for suitable candidates.
For a confidential discussion, reach out to Niamh at n.thornton@ensurerecruitment.com.au
11 May 2025;
from:
uworkin.com