Internal Dispute Resolution Case Manager

at  Auto General Insurance

What You’ll Bring to the Table
- Experience in negotiation, mediation, or conciliation is highly valued.
- Previous experience in Internal or External Dispute Resolution is a significant plus, but not an essential skill.
- A solid background in General Insurance or handling customer complaints is essential.
- Exceptional attention to detail and accuracy in recording and managing dispute information.
- Proven problem-solving skills with the ability to investigate and analyze information impartially.
- Outstanding communication skills, both written and verbal, to articulate dispute outcomes clearly and effectively.
- Capability to navigate complex environments, prioritize tasks, and manage workloads efficiently.
- Decision-making prowess and the ability to recommend actions based on data and customer insights.
Are you ready to make a real impact? Join our dynamic Customer Advocacy and Assurance team, where you’ll be the driving force behind resolving customer disputes.

ABOUT US

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money.
Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.
Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

POSITION ACCOUNTABILITIES

What You’ll Be Doing:
- Dive into level 2 IDR complaints, crafting responses that reflect our business values and customer-centric approach.
- Priorities complaints where customer vulnerability has been identified and tailor support where needed.
- Negotiate solutions that satisfy both the customer and the business, turning challenges into opportunities.
- Maintain meticulous records of all customer disputes, ensuring data integrity and accuracy.
- Use your judgment and discretion to resolve disputes effectively, balancing business and customer needs.
- Consistently meet quality audit benchmarks and uphold privacy, code compliance, and legal standards.
- Engage with customers through thoughtful written and verbal communication, resolving issues with confidence.

QUALIFICATIONS AND EXPERIENCE

What You’ll Bring to the Table:
- Experience in negotiation, mediation, or conciliation is highly valued.
- Previous experience in Internal or External Dispute Resolution is a significant plus but not an essential skill.
- A solid background in General Insurance or handling customer complaints is essential.
- Exceptional attention to detail and accuracy in recording and managing dispute information.
- Proven problem-solving skills with the ability to investigate and analyse information impartially.
- Outstanding communication skills, both written and verbal, to articulate dispute outcomes clearly and effectively.
- Capability to navigate complex environments, prioritise tasks, and manage workloads efficiently.
- Decision-making process and the ability to recommend actions based on data and customer insights.

OUR PERKS

• Location – Our head office is conveniently based in Toowong Village shopping centre – a city fringe location with access to retail, restaurants, various parking options and public transport. We also have office locations in Kawana (Sunshine Coast) and North Lakes – we are happy to consider applications from people wanting to work in these locations.
• Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You’ll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
• Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering great discounts, offers and programs across a range of areas.
  If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

Join our dynamic Customer Advocacy and Assurance team, where you’ll be the driving force behind resolving customer disputes. In this role, you’ll blend strategic thinking with empathetic communication, ensuring that both business objectives and customer needs are met with precision. Your mission, should you choose to accept it, is to deliver exceptional, impartial, and compassionate dispute resolutions while guiding internal stakeholders with your expertise.
This is a full-time, permanent role with the option to be based in our vibrant Toowong or North Lakes office.