Internal Dispute Resolution Officer-Multiple Opportunities

Internal Dispute Resolution Officer-Multiple Opportunities

08-5-25    Brisbane / Permanent

We are partnering with a well-regarded global insurer as they continue to strengthen their Internal Dispute Resolution (IDR) capabilities. This newly created IDR Officer role offers a fantastic opportunity to join a high-performing complaints team committed to regulatory excellence, customer fairness, and continuous improvement.

As part of a dedicated IDR function, you will play a key role in advocating for the customer by managing complaints and disputes in line with industry regulations, including ASIC RG 271 and GICOP.

For you:

• Hybrid working flexibility
• Career pathway into compliance, complaints and governance
• Exposure to cross-functional areas – operations, legal, underwriting and more
• Strong team culture with values-driven leadership
• Be part of a business investing in uplift across the IDR function

You will:

• Manage complaints and disputes through to resolution, ensuring fairness and timeliness
• Review matters in line with RG 271, GICOP, AFCA and internal processes
• Maintain accurate complaint records and documentation
• Communicate clearly with customers, stakeholders, and external parties
• Escalate complex matters appropriately and in line with delegations
• Contribute to systemic issue identification and process improvement
• Assist with reporting, governance and quality improvement initiatives

All we ask of you is:

• Minimum 2 years’ experience in insurance claims (travel insurance experience a bonus)
• Background in complaints or dispute resolution within financial services or insurance
• Sound knowledge of ASIC RG 271, GICOP and AFCA processes
• Strong communication, negotiation and problem-solving skills
• Ability to manage caseloads efficiently with care and professionalism
• Qualifications in RG165 or related (preferred but not essential)

Sounds interesting?
We’d love to share more. Interviews will commence immediately for suitable candidates.

For a confidential discussion, reach out to Niamh at n.thornton@ensurerecruitment.com.au
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