Impactful IDR Case Manager (2-Year, Melbourne/Sydney)

Insignia Financial; Sydney; On-site; AUD 100,000 - 130,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Complaints handling

Disputes

Case management

Financial services

Tools

Case management systems

Job description

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