Fully backed by Allianz Australia, GT Insurance offers a diverse range of underwriting solutions across Transport and Machinery, Marine and Transit. With our award-winning claims service, we ensure that vehicles and the goods they carry are covered comprehensively, powering the progress of businesses. Our core values of ‘inspire,’ ‘wholehearted,’ and ‘ownership’ guide our interactions with customers, brokers, colleagues, and partners, fostering an environment of respect, proactivity, and innovation. As our Complaints Support Specialist, you will ensure our complaints management obligations meet the expectations of our customers, regulators and the business. You will also provide support to our Technical Manager with internal and external dispute resolution. Reporting into the National Claims Manager you will be responsible for: Lead, direct and manage customer complaints to ensure compliance with regulatory obligations and industry best practice. Collaborate with internal stakeholders on the management and resolution of complaints, including the provision of advice and recommendations. Manage the customer complaints inbox, including lodging the details of the complaint into the complaints management system. Ensure file notes and records are maintained accurately and comprehensively. Provide complaints reports using data from complaints management systems and other sources for Management and Board reporting purposes. Assist the Technical Manager with the management of Internal Dispute Resolution (IDR) and/or External Dispute Resolution (EDR) as required Skills & Experience: Experience in the general insurance industry, including in-depth knowledge of insurance products, claims and procedures. Working knowledge of complaints management processes and ability to share knowledge to uplift capability in the business. Knowledge of laws applicable to general insurance disputes including under the Insurance Contracts Act; General Insurance Code of Practice; ASIC Regulatory Guides (incl RG271); Corporations Act and Privacy Act. Customer-focused mindset and the ability to handle customer complaints and difficult situations professionally. Attention to detail by completing tasks with thoroughness and accuracy to quickly identify errors or inconsistencies within information. Analytical and critical thinking capability to interpret a range of data, identify patterns, trends and links that inform judgments and solutions. Our people enjoy being part of an organisation that respects and values their contributions and working alongside others who pride themselves on outstanding customer service. We provide our people opportunities to grow and learn new skills, work collaboratively across different areas, and contribute to and share in collective success. Our business is growing, and we have big plans, creating exciting new career and growth opportunities. We invite you to discover more about GT Insurance, our dedication to supporting industry growth, individual progress, and opportunities to join our team by visiting our website at gtins.com.au or connecting with us on social media to stay updated on our latest news and job openings. At GT Insurance, our commitment to excellence extends beyond our products and services. Just as we assist businesses in managing their risk to ensure they can continue to thrive and progress, we are dedicated to providing equal opportunities for all candidates in our recruitment process.
