SMAART has partnered with an Australian insurer offering motor vehicle insurance under three major automotive brands. We are excited to be recruiting a Customer Resolution Consultant for an established team within this leading motor insurance company based on St Kilda Road.

What’s in it for you?

• Full-time opportunity with a competitive salary of $75,000 + super
• Hybrid work arrangement – work from home 2-3 days per week once training is complete
• Monday to Friday, 8:30am – 5:00pm – NO WEEKENDS!
• Comprehensive training program
• Access to wellbeing leave days, monthly recognition awards, EAP, and more
• Fast-paced, resolution-focused role within a supportive team environment
• St Kilda Road location with excellent public transport links

About the Role
Reporting to the Customer Resolution Lead, you will manage internal and external dispute resolution for both the Claims and Service departments.

Key Responsibilities:

• Assist in preparing and reviewing responses to customer complaints and liaise with AFCA (Australian Financial Complaints Authority)
• Ensure all complaint and dispute-handling practices comply with legal and regulatory requirements
• Promote a proactive approach to complaints, recognising them as opportunities for improvement
• Build strong relationships with Claims and Service teams, as well as AFCA representatives
• Collaborate with internal teams to refine complaint management processes and enhance the overall customer experience

About You:

• Experienced in complaints handling, preferably within insurance or financial services
• Customer-focused mindset with the ability to manage sensitive issues professionally
• Strong problem-solving and decision-making skills
• Resilient, adaptable, and able to maintain professionalism under pressure
• High attention to detail with strong written and verbal communication skills

If you have experience in resolutions within insurance, banking, or financial services and this opportunity excites you, click ‘APPLY’. For any questions, contact Emma @ SMAART on 0432 244 813 or [email protected].