About the role

A 9-month opportunity has become available to join the highly sought-after team of Internal Dispute Resolution Specialists that are responsible for facilitating the timely resolution of disputes between Youi, complainants, their representatives, and external dispute resolution services.

As an Internal Dispute Resolution Specialist, you will monitor and ensure adherence by employees to all legal, industry and company compliance requirements; therefore, you will need to be confident, resilient, have excellent listening and communication skills and be able to separate emotion from complex matters whilst being empathetic, respectful, and courteous.

Key responsibilities include (but are not limited to)

• Apply a sound understanding of the dispute resolution process and supporting regulatory framework
• Thoroughly investigate and professionally compile a case report to present to the IDRS Forum in a timely manner, and without bias, applying relevant regulations and principles to the recommended outcome
• Manage the communication between the complainant, their representatives and external dispute resolution services (e.g., AFCA, SIRA)
• Prepare professional communication
• Demonstrate strong negotiation and conflict resolution skills
• Current knowledge of industry and legal developments which may impact dispute outcomes
• Identify systemic issues
• Comply with all relevant policies and procedures within Youi
• Call monitoring and case reviews of department activities to ensure compliance with all legal, regulatory, industry and company requirements
• Act within scope of the Management Delegation of Authority
• As required, assist with reports to regulators (ASIC and APRA), Industry bodies (Insurance Council) and AFCA

About you

• Appropriate experience in conflict resolution ideally with complaint handling and resolution
• Claims experience is essential, Home Claims experience will be a distinct advantage
• Excellent verbal and written communication skills
• Analytical thinking and good judgement
• Good understanding you Youi’s products and services; and more broadly, insurance products, contractual legislation, regulatory frameworks, Industry codes and AFCA approaches
• High attention to detail, copywriting, and proof-reading skills
• Dispute resolution skills
• Strong time management skills, ability to multi-task & handle multiple project assignments & prioritise own work to ensure on-time delivery
• Knowledge of statistics, data collection, analysis and data presentation skills and reports
• Strong computer skills, including at least intermediate Excel, Word, and PowerPoint skills
• Empathy, respect, and courtesy
• Awareness of cultural differences and ability to identify and assist complainants who need additional assistance

Application Process

Please submit a copy of your updated CV and cover letter via PageUp. Interviews to follow shortly after submission window closes on Monday, 31 March at 5pm. Please be aware that a decision-making and writing task may be part of the process. For general queries, please contact Josh Dale or Trevor Devitt.