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Internal Dispute Resolution Officer
MAYDAY Recruitment GroupQLD, AU27 days ago
Job descriptionManage 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. 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. 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.
Internal Dispute Resolution Officer
Brisbane CBD
Full-time Permanent
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. The culture is collaborative and community-driven—not corporate.
- 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 :
About You :
Employee Benefits :
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.
Reference number : 12444
Profession : InsuranceClaims
Company : MAYDAY Recruitment
Date posted : 6th Jun, 2025
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Dispute Resolution Officer • QLD, AU
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