Customer Resolution Consultant

Job Title: Customer Resolution Consultant
Contract Type: Permanent
Location: Parramatta, New South Wales
Salary: Negotiable
Start Date: ASAP
Reference: 202009_1583278190
Contact Name: Fiona Lu
Contact Email:
Job Published: March 04, 2020 10:29

Job Description

The Company

An excellent opportunity has arisen at one of Australia's leading financial institutions, for an established Dispute Resolution Consultant. Our client is one of Australia's premier banking and insurance providers, with global appeal to candidates and clients alike. They pride themselves on their work life balance opportunities and career development opportunities.

They are looking for a specialist in this area, someone who is skilled in internal and external dispute from a Life Insurance Background. Your key stakeholders would mainly be the company's customers. Your role will mainly include the management of complaints/disputes and attend conciliation conferences on behalf of the bank.


  • Investigate and resolve complex complaints escalation mainly around, insurance and superannuation
  • Manage a portfolio of dispute claims by applying high level claims assessments capabilities in consideration of financial, medical, contractual, internal busies processes and underwriting guidelines, and the law to determine strength merits of the dispute with reference to the contract ACT, Life ACT and superannuation laws.
  • Conduct appropriate internal and external referrals, enquiries, investigations and case conferences
  • Work closely with different teams (claims, underwriting and investments) to determine the best strategy and course of action
  • Work closely with the legal and dispute resolution team to recommend and get advice on best strategy
  • Quality assurance of Internal dispute resolution team to ensure processes and drafts are appropriate
  • Restore trust and confidence in customer interactions

Skills and experience

  • 3+ years proven internal/external dispute resolutions experience
  • Must have solid experience working as a Life Claims Consultant
  • Claims case manager or similar customer complaints / Remediation experience.
  • Law degree desired but not essential
  • Group/Retail Claims experience is desired

For a confidential discussion please call Fiona Lu on 02 8267 2492, email or click on the apply button below.

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