Insurance Complaints & Dispute Resolution Specialist

Randstad; Melbourne; Hybrid; AUD 79,000 - 97,000; Full time

Job summary

Randstad is seeking a proactive Complaints Officer for a 6-month contract within the insurance sector in Melbourne. You will review, investigate, and resolve complex financial service disputes with a focus on general insurance products.

The role requires strong analytical and communication skills, experience in complaint handling or ADR, and proficiency with Office 365, Dynamics 365, and SharePoint. The position offers hybrid work with 6-8 weeks training in-office, then 3 days in-office/2 days

Qualifications

• Background in complaint handling, ADR, or claims assessment within financial services, insurance, or legal environments.
• Strong analytical skills to analyse complex documentation and isolate key issues.
• Exceptional verbal and written communication with ability to draft Plain English reports.
• Stakeholder management with resilience and empathy when dealing with financial firms and consumers.
• Proficient with Microsoft Office 365, Dynamics 365 and SharePoint.
• Ability to autonomously manage a high-volume caseload in a team setting.

Responsibilities

• Review unresolved complaints submitted by consumers.
• Gather information from complainants to collect evidence, clarify facts, and identify core issues.
• Facilitate negotiations using ADR methods to achieve fair and timely outcomes.
• Investigate complex matters and draft clear preliminary assessments and determinations.
• Apply relevant regulatory frameworks to reach fair decisions.

Skills

Complaint handling

ADR

Claims assessment

Analytical skills

Communication

Stakeholder management

Self-management

Tools

Microsoft Office 365

Dynamics 365

SharePoint

Job description

Randstad is seeking a proactive Complaints Officer for a 6-month contract within the insurance sector in Melbourne. You will review, investigate, and resolve complex financial service disputes with a focus on general insurance products.

The role requires strong analytical and communication skills, experience in complaint handling or ADR, and proficiency with Office 365, Dynamics 365, and SharePoint. The position offers hybrid work with 6-8 weeks training in-office, then 3 days in-office/2 days