Case Manager - External Dispute Resolution (EDR)

Auto & General; North Lakes; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

ME day

Paid parental leave

Learning & development

Wellbeing program

On-site events

Discounts

Job summary

Auto & General is seeking a dedicated AFCA Dispute Resolution Specialist to manage customer disputes escalated to AFCA, advocating fair outcomes with integrity and empathy. You will review, negotiate and prepare submissions, drawing on policy knowledge and strong communication.

This role blends customer advocacy with business needs, requiring sound judgment, problem-solving and the ability to work collaboratively across teams.

Qualifications

• Essential experience: general insurance experience and customer complaints handling
• Essential experience: dispute resolution experience in insurance or finance
• Knowledge of AFCA processes and related guidelines or ability to learn quickly
• Bonus points for qualifications or training in dispute resolution, negotiation, mediation or conciliation

Responsibilities

• Review and respond to AFCA complaints on behalf of the business, investigating each case thoroughly and fairly
• Negotiate outcomes that balance customer needs with business considerations
• Prepare detailed written submissions to AFCA when disputes need formal resolution
• Exercise delegated authority to resolve disputes effectively, applying policy knowledge and good judgment

Skills

Problem-solving

Negotiation

Communication

Decision-making

Time management

Analytical thinking

Attention to detail

Education

Dispute resolution training

Tools

GICOP

RG271

AFCA processes

Job description

Case Manager - External Dispute Resolution (EDR)

5d ago , from Auto & General Holdings Pty Ltd

Are you someone who thrives on finding fair solutions? Do you enjoy being the bridge between customers and business outcomes? We're looking for a skilled dispute resolution professional to join our team.

About the Role

You'll be the voice of reason when things get tricky. As our AFCA Dispute Resolution Specialist, you'll manage customer disputes escalated to the Australian Financial Complaints Authority (AFCA), working to find solutions that work for everyone involved. This isn't just about ticking boxes, it's about understanding the full picture, advocating for fair outcomes, and representing Auto & General with integrity and empathy.

You'll be trusted to make important decisions, negotiate outcomes, and prepare compelling submissions to AFCA when needed. This role puts you right at the intersection of customer advocacy and business reality, where your judgment, empathy and problem-solving skills make a real difference every day.

Are you someone who thrives on finding fair solutions? Do you enjoy being the bridge between customers and business outcomes? We're looking for a skilled dispute resolution professional to join our team.

About the Role

You'll be the voice of reason when things get tricky. As our AFCA Dispute Resolution Specialist, you'll manage customer disputes escalated to the Australian Financial Complaints Authority (AFCA), working to find solutions that work for everyone involved. This isn't just about ticking boxes, it's about understanding the full picture, advocating for fair outcomes, and representing Auto & General with integrity and empathy.

You'll be trusted to make important decisions, negotiate outcomes, and prepare compelling submissions to AFCA when needed. This role puts you right at the intersection of customer advocacy and business reality, where your judgment, empathy and problem-solving skills make a real difference every day.

What You'll Be Doing

The resolution work:

• Review and respond to AFCA complaints on behalf of the business, investigating each case thoroughly and fairly
• Negotiate outcomes that balance customer needs with business considerations whilst finding that sweet spot where everyone wins
• Prepare detailed written submissions to AFCA when disputes need formal resolution
• Exercise your delegated authority to resolve disputes effectively, applying policy knowledge and good judgment in equal measure

The people-centred stuff:

• Recognise customer vulnerabilities and provide appropriate support—because empathy matters
• Communicate outcomes clearly and confidently, both in writing and over the phone
• Be a trusted advisor to internal teams, providing technical guidance and insights on dispute resolution
• Role model our values in every interaction, whether with customers, colleagues or external stakeholders

The bigger picture:

• Spot opportunities for improvement—whether it's processes, systems, products or customer experience
• Share your insights with relevant teams to help us get better at what we do
• Meet performance benchmarks and quality standards while maintaining accuracy and attention to detail
• Keep learning and growing, staying on top of industry trends and attending AFCA forums (virtual or in-person when in Brisbane)

What Skills Are Required

Essential experience:

• Proven general insurance experience and customer complaints handling
• Previous dispute resolution experience in insurance or finance
• Working knowledge of GICOP, RG271, and AFCA processes, or the ability to get up to speed quickly

Your superpowers:

• Problem-solving: You can take complex situations, break them down, and find a path forward
• Negotiation: You're skilled at creating win-win outcomes and know how to bring people together
• Communication: You can explain complex decisions clearly, confidently and compassionately—both in writing and conversation
• Decision-making: You're comfortable making tough calls in a timely way, even when the answer isn't obvious
• Time and workload management: You know how to prioritise when multiple deadlines are competing for attention
• Analytical thinking: You're comfortable working with data, policy detail and customer information to make sound recommendations
• Attention to detail: Accuracy matters to you, whether it's recording information or crafting a submission

Bonus points for:

• Qualifications or training in dispute resolution, negotiation, mediation or conciliation
• Legal background or insurance studies
• Claims experience

Ready to bring your dispute resolution expertise to a team that values fairness, empathy and smart problem-solving? We'd love to hear from you.

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Work flexibility - with options to work from home two days per week.

About us:

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

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!