Complaints Officer - Insurance
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What you'll do
- Complaint Review: Conduct thorough reviews of unresolved complaints submitted by consumers.
- Information Gathering: Engage directly with complainants to collect evidence, clarify facts, and identify core issues.
- Alternative Dispute Resolution (ADR): Facilitate negotiations using ADR methods to achieve fair, timely, and mutually agreed-upon outcomes.
- Investigation & Drafting: Investigate complex matters and draft clear, balanced preliminary assessments and formal determinations.
- Regulatory Compliance: Apply relevant legal frameworks, industry codes of practice, and established resolution guidelines to reach fair decisions.
What they're looking for
- Background in complaint handling, alternative dispute resolution, or claims assessment within financial services, insurance, or legal environments.
- Strong ability to analyze complex documentation, isolate key issues, and determine necessary information to form balanced decisions.
- Exceptional verbal and written communication skills with demonstrated expertise in drafting Plain English reports tailored to diverse stakeholders.
- High resilience and empathy when navigating sensitive or challenging conversations with financial firms and consumers.
- Hands-on experience with Microsoft Office 365, Dynamics 365, and SharePoint.
- Insurance claims/disputes experience required
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Complaints Officer – Insurance
Contract Length: 6-Month Contract (Immediate Start)
Pay Rate: $40.00 per hour + Superannuation
Location: Melbourne CBD (Hybrid: Initial 6–8 weeks fully office-based for training, moving to 3 days in office / 2 days WFH)
Hours: Monday to Friday, 8:45 AM – 5:15 PM
About the Role
We are seeking a proactive and empathetic Complaints Officer for a 6-month contract within the insurance industry. In this role, you will play a central part in reviewing, investigating, and resolving complex financial service disputes, with a primary focus on general insurance products.
Key Responsibilities
Complaint Review: Conduct thorough reviews of unresolved complaints submitted by consumers.
Information Gathering: Engage directly with complainants to collect evidence, clarify facts, and identify core issues.
Alternative Dispute Resolution (ADR): Facilitate negotiations using ADR methods to achieve fair, timely, and mutually agreed-upon outcomes.
Investigation & Drafting: Investigate complex matters and draft clear, balanced preliminary assessments and formal determinations.
Regulatory Compliance: Apply relevant legal frameworks, industry codes of practice, and established resolution guidelines to reach fair decisions.
Portfolio Focus
You will manage dispute cases across insurance categories, including:
Home, contents, and motor vehicle insurance
Travel, ticket, and pet insurance
Sickness, accident, and strata title insurance
Small business and farm insurance policies
About you:
Experience: Background in complaint handling, alternative dispute resolution, or claims assessment within financial services, insurance, or legal environments.
Analytical Skills: Strong ability to analyze complex documentation, isolate key issues, and determine necessary information to form balanced decisions.
Communication: Exceptional verbal and written communication skills with demonstrated expertise in drafting Plain English reports tailored to diverse stakeholders.
Stakeholder Management: High resilience and empathy when navigating sensitive or challenging conversations with financial firms and consumers.
Technical Proficiency: Hands-on experience with Microsoft Office 365, Dynamics 365, and SharePoint.
Self-Management: Outstanding organizational skills to manage a volume case-load autonomously while working collaboratively in a supportive team structure.
Work Model & Benefits
Training & Onboarding: Fully office-based for the first 6–8 weeks to ensure structured training and support.
Hybrid Flexibility: Transition to a balanced 3 days in-office / 2 days work-from-home schedule post-training.
Impactful Work: Contribute to an inclusive, people-first culture focused on fairness, efficiency, and community impact.
How to Apply
If you hold relevant experience in insurance complaint management and are ready for an immediate start, submit your resume via the apply link.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
qualification
- Insurance claims/disputes experience required
working at
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Company
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