Customer Dispute Resolution Case Manager

The role

In this pivotal role, you will be the driving force behind resolving customer complaints, blending strategic thinking with empathetic communication. You will manage the investigation and response to customer complaints, whether direct from customers or escalated through the Australian Financial Complaints Authority (AFCA). Your mission is to deliver impartial, thorough, and compassionate complaint resolutions, provide expert support and advice to internal stakeholders, and ensure all communications meet Code Compliance and Legal Requirements.

About Dispute Resolution At Auto & General

We have opportunities in the IDR and EDR teams.

• Internal Dispute Resolution (IDR): You'll dive into complex customer complaints that require a higher level of investigation and response. This involves crafting solutions that balance business values with a customer‑centric approach, prioritising vulnerable customers, and negotiating fair outcomes directly with our customers. You will play a crucial role in turning challenges into opportunities for enhanced customer satisfaction.
• External Dispute Resolution (EDR): You'll manage disputes escalated to external bodies like the Australian Financial Complaints Authority (AFCA). This involves thorough investigation, detailed communication with AFCA and customers, and ensuring our responses are compliant, accurate, and represent Auto & General's position effectively. You will be a key advocate for our business and customers in these critical interactions.

Key Responsibilities

• Manage a diverse portfolio of customer disputes, including complex IDR complaints and AFCA referrals, from investigation through to resolution.
• Craft comprehensive and empathetic written and verbal communications for customers and external bodies, ensuring compliance with privacy, code, and legal standards.
• Prioritise and tailor support for vulnerable customers, demonstrating empathy and understanding throughout the resolution process.
• Negotiated effective solutions that meet both customer needs and business objectives, striving for win‑win outcomes.
• Maintain meticulous and accurate records of all customer interactions, dispute information, and resolution processes.
• Achieve performance benchmarks for dispute resolution, quality audits, and reporting.
• Evaluate policies and procedures to effectively resolve disputes, identify opportunities for process improvements, and contribute to broader business objectives.
• Provide expert support, advice, and advocacy to internal stakeholders, integrating dispute resolution perspectives across various lines of business.

What You'll Bring

• Essential: A solid background in General Insurance or extensive experience in handling complex customer complaints.
• Proven problem‑solving and analytical skills, with the ability to investigate, break down complex information, and analyse situations impartially.
• Exceptional negotiation abilities, with a track record of creating positive and fair resolutions.
• Outstanding written and verbal communication skills, capable of articulating complex outcomes clearly, empathetically, and concisely.
• Excellent time management, workload prioritisation, and organisational skills to navigate complex environments and meet strict deadlines.
• Demonstrated commitment to customer service, with meticulous attention to detail and accuracy in all tasks.
• Ability to exercise sound judgement and discretion in decision‑making, recommending actions based on data and customer insights.
• Experience in negotiation, mediation, or conciliation is highly valued. Previous experience in Internal or External Dispute Resolution is a significant plus.
• Ability to manage change, recognising, understanding, and supporting new initiatives and team adaptation.

Our Perks

• Location: Toowong Close to a variety of public transport and easy parking options, the Toowong office has excellent end‑of‑trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues.

The Benefits Of Working At A&G

• Be rewarded – we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Work flexibility – with options to work from home one day per week post probation.
• Options for leave – life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us – we’ve got learning and professional development opportunities to suit everyone.
• Give back – our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself – your wellbeing is important to us and our healthy mind and body hub, mental‑health support and fitness discounts will help you be your best self.
• Celebrate the wins – we love sharing our successes and celebrating together – join us and you’ve got a ticket to our many on‑site events throughout the year, family fun days and annual celebrations.
• Save money – as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About Us

Auto & General (A&G) is the fastest‑growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents, Pet and Travel products are delivered through our multi‑award‑winning brand Budget Direct and partnerships with leading brands – ING, Qantas, and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.

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