Senior Internal Dispute Resolution Specialist
Core
Manage complex and sensitive internal dispute resolution (IDR) complaints for life insurance members, ensuring fair, timely, and compliant outcomes.
Role type
Senior Internal Dispute Resolution Specialist (IC)
Builds
Compliant IDR Final Responses and resolved customer complaints
Domain
Insurance (Life, TPD, Income Protection) / Regulatory Compliance
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Complex complaint investigation, Regulatory compliance (ASIC RG 271, SIS Act), Stakeholder management, Policy and claims analysis, Mentoring/coaching, Written response preparation
Preferred skills
AFCA complaint handling, External dispute resolution processes, Legal/Business/Insurance qualification
Technologies
ASIC RG 271, SIS Act, AFCA
Responsibilities
Carry a personal caseload of complex IDR matters, Conduct thorough investigations of complaints, Prepare compliant IDR Final Responses, Conduct peer reviews of team responses, Mentor and coach IDR Specialists, Manage discussions with Claims and Underwriting teams
Seniority
Senior, hands-on IC