Dispute Resolution Coordinator
Core
Manage escalated complaints through Internal and External Dispute Resolution (IDR & EDR) processes, ensuring independent, transparent, and fair outcomes in line with regulatory requirements.
Role type
Dispute Resolution Coordinator
Builds
Independent dispute resolution outcomes for life insurance customers
Domain
Life Insurance / Regulatory Compliance
Deliverable
client delivery
Required skills
complaint triage, complaint registration, quality assurance, root cause analysis, regulatory compliance knowledge, analytical skills, attention to detail
Preferred skills
life insurance product knowledge, familiarity with ASIC RG271 and AFCA guidelines
Technologies
management systems
Responsibilities
Triage, register, acknowledge, and allocate IDR and EDR complaints; Support IDR, EDR, Advice, and Litigation inboxes; Monitor compliance with QA processes and audit standards; Record and maintain complaint details; Detect and report potential incidents; Analyse complaint trends to identify process improvements
