IDR Case Manager

Insignia Financial; Sydney; Sur place; AUD 100 000 - 130 000; Plein temps

Résumé du poste

Insignia Financial is seeking an experienced and values-driven complaints professional to join our Internal Dispute Resolution (IDR) team. You will own end-to-end IDR complaints, investigate matters and deliver well-reasoned responses in line with RG271 and regulatory expectations.

You will engage with members, trustees and internal stakeholders, using clear communication and empathy to navigate complex issues, identify risks and contribute to improving complaint handling and the member

Qualifications

• Experience in complaints, disputes or case management within financial services.
• Strong understanding of RG271 and complaint handling obligations.
• Excellent written and verbal communication with strong analytical skills.

Responsabilités

• Manage end-to-end investigation and resolution of 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 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.

Connaissances

Complaints handling

Disputes

Case management

Financial services

Outils

Case management systems

Description du poste

• 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

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.