IDR Case Manager

Insignia Financial; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

Insignia Financial is seeking an experienced complaints professional to join our Internal Dispute Resolution team in Melbourne or Sydney. You will take ownership of end-to-end IDR complaints, investigate matters, and deliver well-reasoned written responses in line with RG271.

You will engage with members and stakeholders, identify risks and improvements, and help strengthen complaint handling practices while maintaining accurate records in our case management systems.

Qualifications

• Experience in complaints, disputes or case management within financial services.
• Strong understanding of RG271 and complaint handling obligations.
• Proven ability to investigate and resolve complex complaints with sound judgement.
• Excellent written and verbal communication skills.
• Strong analytical skills and attention to detail.
• Ability to manage competing priorities and meet deadlines.
• High level of customer empathy and professionalism.
• Experience using case management systems and maintaining accurate records.

Responsibilities

• Manage end-to-end investigation and resolution of Internal Dispute Resolution (IDR) complaints
• Liaise with members, trustees, insurers and internal stakeholders to gather evidence and assess outcomes
• Prepare clear, well-reasoned written IDR responses in line with RG271 and plain English standards
• Communicate with members in a professional and empathetic manner to support positive outcomes
• Identify, assess and manage risk throughout the complaint lifecycle
• Escalate incidents, reportable situations and potential systemic issues (PSIs) as required
• Contribute to workflow management activities, including case prioritisation and monitoring, to ensure complaints progress efficiently and regulatory timeframes are met
• Maintain accurate and complete records in case management systems for audit and reporting purposes
• Identify complaint trends and contribute insights to improve processes and member experience

Skills

IDR experience

Regulatory knowledge

Written communication

Analytical thinking

Attention to detail

Prioritisation

Stakeholder liaison

Tools

Case management systems

Job description

• 2 Max-Term, 2-year opportunities, based in Melbourne or Sydney

• Make a difference, make it meaningful
• Champion the voice of the customer
• 2 Max-Term, 2-year opportunities, based in Melbourne or Sydney

The opportunity to join our team

We’re seeking an experienced and values‑driven complaints professional to join our Internal Dispute Resolution (IDR) team. This is a great opportunity for someone who is passionate about delivering fair, timely and well‑reasoned outcomes, and who understands the important role effective complaint handling plays in building trust with members.

In this role, you’ll take ownership of end‑to‑end IDR complaints, independently investigating matters and delivering high‑quality written responses in line with RG271 and regulatory expectations. You’ll engage directly with members and key stakeholders, using sound judgement, clear communication and empathy to navigate complex issues and achieve balanced outcomes.

You’ll also contribute to identifying risks, trends and improvement opportunities, helping strengthen complaint handling practices and enhance the overall member experience.

Key Responsibilities

• Manage end-to-end investigation and resolution of Internal Dispute Resolution (IDR) complaints
• Liaise with members, trustees, insurers and internal stakeholders to gather evidence and assess outcomes
• Prepare clear, well-reasoned written IDR responses in line with RG271 and plain English standards
• Communicate with members in a professional and empathetic manner to support positive outcomes
• Identify, assess and manage risk throughout the complaint lifecycle
• Escalate incidents, reportable situations and potential systemic issues (PSIs) as required
• Contribute to workflow management activities, including case prioritisation and monitoring, to ensure complaints progress efficiently and regulatory timeframes are met
• Maintain accurate and complete records in case management systems for audit and reporting purposes
• Identify complaint trends and contribute insights to improve processes and member experience

What You Will Bring

• Experience in complaints, disputes or case management within financial services
• Strong understanding of RG271 and complaint handling obligations
• Proven ability to investigate and resolve complex complaints with sound judgement
• Excellent written and verbal communication skills
• Strong analytical skills and attention to detail
• Ability to manage competing priorities and meet deadlines
• High level of customer empathy and professionalism
• Experience using case management systems and maintaining accurate records

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.