Senior Dispute Resolution Specialist - Life Insurance
Core
Manage complex life insurance complaints through investigation, negotiation, and conciliation to deliver fair financial outcomes for consumers and firms.
Role type
Senior Dispute Resolution Specialist (Life Insurance)
Builds
Written decisions and preliminary assessments on unresolved life insurance complaints
Domain
Financial services / Life Insurance / Dispute Resolution
Deliverable
client delivery
Required skills
Life insurance expertise, Alternative dispute resolution (ADR), Negotiation, Conciliation, Case investigation, Legal principles application, Industry codes knowledge, Plain English communication, Strategic alignment
Preferred skills
Operational improvement, Cross-functional collaboration
Technologies
AFCA Fairness Jurisdiction, Industry codes, Legal frameworks
Responsibilities
Review unresolved consumer complaints, Gather information and identify core issues, Investigate complaints and request further information, Produce written decisions in plain English, Apply AFCA complaint resolution criteria and legal principles, Lead resolution of challenging multi-issue complaints, Contribute to operational improvements
Seniority
Senior, hands-on IC