Location: Brisbane Office
Number of Positions Available: 1
NTI Reference Number: CDR_Specialist
Work Type: Full time
What you will love about the role:
This is an exciting new opportunity where we are seeking a dedicated Claims Customer Dispute Resolution Specialist to join our growing team. In this vital role, you will be responsible for managing and resolving both internal and external disputes within the Claims function. Your focus will be to ensure that customer complaints and disputed claims are handled efficiently and in line with regulatory requirements and internal policies.
Key responsibilities:
Manage internal claim disputes ensuring fair, transparent, and timely resolution.
Prepare and communicate internal dispute final decisions to customers, intermediaries, and relevant stakeholders.
Ensure all dispute resolutions comply with industry regulations; internal policies; and dispute resolution procedures.
Manage complaints raised with the Australian Financial Complaints Authority (AFCA) through to completion, which may include providing submissions, and participating in conciliations.
Engage with external regulatory bodies when required.
Deliver feedback and recommendations to improve claims processes to reduce future disputes.
What we’ll love about you:
You will be an excellent communicator and negotiator with the ability to remain impartial whist investigating and resolving disputes. You will have in depth knowledge of claims processes and dispute resolution frameworks. In addition, you will have:
Approximately 3 years of experience of combined internal and external dispute resolution in the insurance industry
Sound Knowledge of regulatory requirements and internal compliance standards.
Excellent investigative and analytical skills to assess disputes and identify root causes.
A proactive approach with a focus on delivering exceptional customer experience.
The ability to foster strong relationships and collaboration with key internal and external stakeholders
What to expect when you’re a part of the NTI family:
NTI is a market leader in the specialist insurance industry, boasting over 50 years’ experience, and backed by two of Australia’s largest insurers (CGU and Vero). We are committed to being a Best Employer of the Best People and as such, we offer:
A real and tangible commitment to your development and ongoing study
Competitive annual incentive program
Up to 50% discount on a large range of personal insurance products
Access to discounts on over 350 retailers across Australia
The ability to apply for flexible working arrangements
At NTI, we’re committed to providing an environment where our team members feel comfortable to be themselves and valued for their unique perspectives and contributions.
Ready to apply? We can’t wait to read your application!
You may be required to complete phone, face to face or video interviews, psychometric testing, and pre-employment checks as part of the application process. These are all really great ways for us to get to know you better, and for you to get to know us.