Dispute Resolution Administrator - Insurance

Randstad; City of Melbourne; Hybrid; AUD 50,000 - 58,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Randstad in Melbourne CBD seeks a Dispute Assessment Officer for a 6-month contract. The role will gatekeep disputes, assess eligibility, and manage a backlog with templated decisions. Phase 1 is on-site training, followed by a hybrid model (3 days in office / 2 days remote).

You will analyse evidence, communicate with the public and institutions, and escalate complex issues as needed. Prior experience in disputes or ombudsman services is preferred.

Qualifications

• 3+ years in dispute resolution, legal claims, regulatory compliance, ombudsman services, or related fields.
• Ability to digest documents, interpret rules, identify issues and make defensible eligibility decisions.
• Experience handling backlogs and templated correspondence under targets.
• Excellent phone manner and clear written English.
• Basic understanding of consumer finance or general insurance products.

Responsibilities

• Assess disputes and backlog files to determine eligibility under governing rules.
• Evaluate dispute evidence and perform disclosure analysis.
• Process submissions using templated templates and issue decision letters.
• Liaise with the public, firms and financial institutions for updates and missing documents.
• Identify vulnerable individuals and escalate complex issues to senior staff.

Skills

Dispute resolution

Analytical thinking

Case management

Communication

Product literacy

Job description

6-Month Contract | $38.89/hour + Super | Melbourne CBD (Hybrid post-training)

Dispute Assessment Officer - Insurance

The Role

We are seeking a Dispute Assessment Officer based in Melbourne CBD.

Working within the Assessment & Eligibility team, you will act as a primary gatekeeper for incoming and unpaused dispute submissions. A major component of this contract involves managing a project backlog of claims.

Key Responsibilities

• Jurisdictional & Eligibility Assessment: Review incoming disputes and unpaused backlog files to evaluate whether complaints meet governing operational rules-specifically assessing whether products ceased past time limits (e.g., >6 months ago) or fall outside valid lodgement windows.

• Disclosure & Disclosure Analysis: Evaluate dispute evidence

• Templated Case Processing: Review standardized submissions, verify facts against firm records, apply standard operational outcomes, and issue templated decision outcome letters.

• Stakeholder Liaison & Check-Ins: Communicate clearly via telephone and written correspondence with members of the public, representative firms, and financial institutions to provide updates and request missing documents.

• Triage & Escalation: Identify vulnerable individuals needing tailored support, and recognize complex legal issues for escalation to senior specialists.

Candidate Requirements

• Background: 3+ years in dispute resolution, legal claims, regulatory compliance, ombudsman services, or community sector advocacy (or relevant tertiary qualifications).

• Analytical Capability: Proven ability to digest documentation, interpret governing rules, identify key issues, and make logical, defensible eligibility decisions.

• High-Volume Case Management: Experience handling backlogs, working efficiently with templated correspondence, and maintaining accuracy under targets.

• Communication Skills: Exceptional phone manner and plain-English written drafting skills.

• Product Literacy: Basic understanding of consumer finance, general insurance, or add-on financial products.

Work Location & Offer

• Pay Rate: $38.89 per hour + superannuation

• Duration: 6-Month contract

• Location Structure: Melbourne CBD base.

  • Phase 1 (Training & Onboarding): 100% full-time on-site in the office for the first 6-8 weeks.

  • Phase 2 (Ongoing): Hybrid model (3 days in office / 2 days work from home).

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.