Case Manager - External Disputes Resolution

About us:
At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers 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.

The role:
Joining our Customer Advocacy and Assurance team, you'll oversee the investigation and resolution of customer disputes received directly from the Australian Financial Complaints Authority (AFCA). Your focus will be on aligning responses with both business and customer needs while ensuring adherence to code compliance and regulatory deadlines. Additionally, you'll guide internal stakeholders on both individual cases and broader issues, serving as a trusted advocate and delivering comprehensive, impartial, and empathetic dispute resolution.

This is a full-time permanent role based in our Toowong or North Lakes office.

Position accountabilities:

• Thoroughly review complaints received from AFCA and respond on behalf of the business.
• Negotiate outcomes where possible ensuring the needs of both the customer & business are considered.
• Prepare written submissions to AFCA defending the business position.
• Consider customer vulnerabilities in decision-making and provide relevant support where applicable.
• Ensure accurate recording and maintenance of customer dispute information.
• Execute delegated levels of authority to effectively resolve a dispute by evaluating policies and applying discretion while balancing the needs of the business and the customer.
• Meet quality audit requirements/benchmarks on consistent basis.
• Communicate with customers in writing and verbally in resolution of disputes using privacy principles, code compliance, legal and company standards.
• Required to attend AFCA forums either virtually or in person (when held in Brisbane).

Knowledge and experience:

• Negotiation, mediation or conciliation experience highly regarded.
• Previous experience in Internal Dispute/ External Dispute Resolution considered advantageous.
• Experience in General Insurance or dealing with customer complaints is mandatory.
• A high level of attention to detail and accuracy in all aspects of the role, especially when recording customer and dispute details
• Proven problem-solving skills with the ability to objectively investigate information provided.
• Excellent communication skills, both oral and written, to address all customer issues and convey dispute outcomes confidently and concisely.
• Demonstrated ability to ability to operate in a complex environment, prioritise tasks and organise workload effectively.
• Ability to make decisions and recommend courses of action using data and customer information relevant to disputes.
• Working knowledge of Internal Dispute Resolution processes and procedures.

Our perks:

• Location – Our office is conveniently based in Toowong Village shopping centre - a city fringe location with access to retail, restaurants, various parking options and public transport. Likewise, our office in North Lakes is close to retail and various parking options.
• 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 are 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 your great discounts, offers and programs across a range of areas.

If this sounds like your next challenge, click on the APPLY NOW button and submit your application.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.