Complaints Resolution Specialist

iSelect; City of Brisbane; On-site; AUD 80,000 - 100,000; Full time

Job summary

A leading comparison platform in Brisbane is seeking a skilled Dispute Resolution Specialist to investigate and resolve customer disputes. The ideal candidate will have a strong background in negotiation and mediation, with previous experience in the finance or energy sectors. You will ensure compliance with legal and regulatory standards while collaborating with various stakeholders. This role offers a competitive salary and a supportive work environment that values employee contributions.

Benefits

Vibrant and social community events

Additional leave days

Employee discounts on insurance

Income protection insurance

Attractive salary package

Qualifications

• Minimum three years in a Sales, Service or claims role highly regarded.
• Health insurance or energy experience mandatory.
• Legal background highly regarded.

Responsibilities

• Investigate and resolve customer disputes, ensuring compliance with legal standards.
• Manage referrals from regulatory bodies like AFCA and PHIO.
• Collaborate effectively across teams and maintain accurate records.

Skills

Dispute resolution

Negotiation

Mediation

Communication

Problem-solving

Job description

About Us

iSelect and Compare the Market are trusted, well-known brands dedicated to helping millions of Australians compare and buy personal finance and household products, such as insurance, energy, and loans. We’re a values-led business that thrives on collaboration and innovation, all while keeping our customers at the heart of everything we do.

About The Opportunity

In this role, you’ll be at the heart of delivering fair, balanced and empathetic outcomes for our customers. You’ll lead the investigation and resolution of disputes, whether they come directly from our members or through third-party bodies such as the Private Health Industry Ombudsman and the Australian Financial Complaints Authority.

Every day, you’ll draw on your ability to listen deeply, think critically and communicate with care. By ensuring all responses meet strict regulatory and legal requirements, you’ll play a vital role in protecting our reputation, building trust, and making sure customers feel genuinely heard and supported. This is more than compliance - it’s about helping people through moments that really matter.

In this role, you will

• Investigate and resolve customer disputes, both verbal and written, ensuring compliance with privacy, regulatory, legal, and company standards.
• Manage referrals from bodies such as AFCA, PHIO, ACMA, and other external partners.
• Maintain accurate records of customer and dispute information, tracking resolution progress and reporting as required.
• Apply delegated authority to resolve disputes, including processing payments when necessary.
• Identify opportunities for process, product, or service improvements and contribute recommendations.
• Collaborate effectively across teams and foster strong relationships with stakeholders and external partners.

Benefits

At Compare the Market and iSelect we offer a dynamic and collaborative work environment where your talents will be recognised and rewarded. You’ll have the opportunity to make a meaningful impact and contribute to our continued success, we also provide:

• Vibrant and social community who have annual celebrations, family fun days and regular events.
• Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave.
• Employee discounts on Car, Home, Travel insurance.
• Income protection insurance provided to support you in the event of non-work-related illness or injury.
• Attractive salary package and rewarding commission structure based on performance.

About you

Previous experience in the finance, energy or health sector. Health insurance or energy experience mandatory. Minimum three years in a Sales, Service or claims role highly regarded. Disputes Resolution, Negotiation, Mediation or Conciliation experience highly regarded. Legal background highly regarded.

• Proven experience in dispute resolution, negotiation, mediation, or conciliation.
• Strong problem-solving and decision-making skills, with the ability to analyse information and make timely, effective decisions.
• Excellent communication skills, both verbal and written, with the ability to clearly convey outcomes to customers.
• Strong time and workload management skills, with the ability to prioritise effectively in a dynamic environment.
• Working knowledge of compliance standards, legislative requirements, and internal dispute resolution processes.

At Compare the Market and iSelect we’re proud to be an Equal Opportunity Employer and we embrace diversity.

This role is available to candidates with unlimited Australian working rights only. Sponsorship is not available.

Compare the Market and iSelect are committed to protecting your privacy. All applications and personal information are kept confidential and securely stored in line with Australian privacy laws, used only for recruitment purposes, and not shared with third parties outside the Auto and General Holdings Group without your consent.