About The Role As an Internal Dispute Resolution Specialist, you’ll investigate and resolve customer complaints with empathy and precision. You’ll work across teams to ensure fair outcomes, improve processes, and enhance customer experiences—all while growing your career in a supportive environment. What You’ll Do Investigate verbal and written complaints, ensuring outcomes are fair and aligned with regulatory standards Communicate decisions clearly and empathetically through verbal conversations and written responses Accurately record and manage complaints using our internal systems, ensuring compliance with ASIC RG271 and industry codes Collaborate with internal teams to identify and recommend improvements to systems, processes, and customer service Build strong relationships with customers and stakeholders to support resolution and continuous improvement Support the IDR team with administrative tasks and contribute to team goals and performance benchmarks What You’ll Bring Experience in customer complaints handling, ideally within insurance, with a strong understanding of dispute resolution principles Advanced knowledge of insurance products, claims processes, and relevant compliance standards Strong verbal and written communication skills, with the ability to explain complex decisions clearly and empathetically Excellent time management and attention to detail, ensuring accurate and timely complaint resolution Analytical thinking and sound judgment to balance customer needs with business requirements Ability to work independently and collaboratively in a close-knit team environment
