Dispute Resolution Specialist: Fair Outcomes & Empathy

Auto & General Australia; Brisbane; Hybrid; AUD 85,000 - 115,000; Full time

Benefits offered by this job

Bonuses

Volunteer days

ME day

Paid parental leave

Professional development

Wellbeing support

On-site events

Discounts

Work-from-home option

Job summary

Auto & General in Brisbane seeks a Dispute Resolution Specialist to manage escalated customer disputes, advocating for fair outcomes and representing the company with integrity and empathy.

You’ll review cases, negotiate outcomes, and prepare final decision letters, keeping a strong focus on customer advocacy while aligning with business reality. You will stay informed of industry trends and participate in AFCA forums (virtual or in-person when in Brisbane).

Qualifications

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

Responsibilities

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

Skills

General insurance experience

Dispute resolution

GICOP RG271 knowledge

Job description

Auto & General in Brisbane seeks a Dispute Resolution Specialist to manage escalated customer disputes, advocating for fair outcomes and representing the company with integrity and empathy.

You’ll review cases, negotiate outcomes, and prepare final decision letters, keeping a strong focus on customer advocacy while aligning with business reality. You will stay informed of industry trends and participate in AFCA forums (virtual or in-person when in Brisbane).