Internal Dispute Resolution Officer
Brisbane CBD
Full-time Permanent
Salary: $90,000 - $100,000 + super + Bonus

As the successful candidate, you’ll play a key role in enhancing operational processes and strengthening the dispute resolution function. This is a standout opportunity to join a well-respected travel insurer that champions innovation and offers genuine opportunities for career development.

Why You’ll Love Working Here:
• Join a vibrant and inclusive workplace where every voice is heard.
• Benefit from structured onboarding, continuous professional development, and defined career pathways.
• Work alongside a supportive and close-knit team that prioritises collective growth and success.

What You’ll Be Doing:
• Manage the full lifecycle of escalated AFCA complaints, ensuring they are resolved efficiently, professionally, and in line with regulatory expectations.
• Conduct fair, impartial investigations into travel insurance complaints, carefully considering compliance requirements, commercial factors, and customer fairness.
• Engage with AFCA case managers and underwriters to progress matters, obtain relevant documentation, and adhere to key deadlines.
• Produce clear and well-articulated written submissions, while maintaining transparent communication with all parties throughout the process.
• Compile comprehensive investigation reports that include detailed recommendations, supported by strong evidence and regulatory guidance.
• Consistently achieve monthly KPIs, meet quality assurance benchmarks, and contribute to ongoing process improvements.

About You:
• Previous experience in complaints resolution, ideally within insurance or financial services.
• A sound understanding of GICOP and the AFCA complaints process is highly regarded.
• Exceptional written and verbal communication skills.
• A compassionate, professional, and solution-oriented approach to managing sensitive and complex cases.
• Strong attention to detail, with excellent organisational and time management skills.

Employee Benefits:
• Flexible working arrangements – 50% work-from-home model.
• Free travel insurance for you and your immediate family.
• Discounted travel insurance for friends and extended family.
• Generous parental leave benefits.
• Volunteering leave to support causes close to your heart.
• Exclusive discounts with leading travel and airline partners.
• Access to an Employee Assistance Program (EAP) and a wellbeing membership including gym, training, and wellness programs.

Ready to take the next step in your career?
Apply now to join a supportive, fast-paced team within a well-respected travel insurer that celebrates success and rewards hard work.