Number of Positions Available: 1
NTI Reference Number: IDR_2024
Work Type: Full time
What you will love about the role: As the Internal Dispute Resolution (IDR) Manager, you will be responsible for investigating and resolving disputes regarding claims decisions, ensuring an impartial and fair approach. You will ensure customer disputes are managed professionally and fairly, aligning with regulatory standards and enhancing customer satisfaction. Your role will include crafting written responses to claims-related complaints that reflect our business values and customer-centric approach. Collaborating with senior stakeholders across the business to achieve fair and timely outcomes for our customers. Your ultimate goal will be to address customer concerns, rebuild damaged relationships, and retain customers who may be at risk of leaving.
Your responsibilities will include: Taking ownership of the end-to-end IDR process including EDR and AFCA complaints. Analyse and report on emerging trends, root causes and resolution outcomes to identify areas of improvement. Ongoing monitoring of regulatory bodies and changes in legislation to stay ahead of compliance changes and best practices in dispute resolution. Provide insights across departments to enhance operational efficiencies and results. Develop and provide guidance to IDR and customer service teams. Thoroughly investigating complaints to come to a fair resolution meeting regulatory timelines and standards. You will utilise your previous experience to drive continuous improvement in identifying and resolving complaints, compliance issues, breaches and quality trends across all departments.
What we'll love about you: As a highly organised natural problem solver, you will be someone who thinks critically and analytically, with the ability to remain calm under pressure. You will be an excellent communicator with advanced customer service and complaint resolution skills. In addition, you will have:
Minimum 5 years' experience in complaints management, ideally within general insurance, a financial institution or within AFCA. Experience in negotiation, mediation or conciliation. Knowledge of ASIC's RG271 & General Insurance Code of Practice. Team-oriented approach combined with a willingness to learn and grow in the role. Strong understanding of customer vulnerability, empathy and compassion. Ultimately you will drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints. Strong technical insurance and policy interpretation skills, as well as solid knowledge of general insurance systems, processes and procedures. What to expect when you're a part of the NTI family: At NTI, we're committed to providing an environment where our team members feel comfortable to be themselves and valued for their unique perspectives and contributions. We are committed to being a Best Employer of the Best People and as such, we offer:
A real and tangible commitment to your development and ongoing study. Competitive annual incentive program. Up to 50% discount on a large range of personal insurance products. Access to discounts on over 350 retailers across Australia. The ability to apply for flexible working arrangements. Ready to apply? We can't wait to read your application! You may be required to complete phone, face-to-face or video interviews, psychometric testing, and pre-employment checks as part of the application process. These are all really great ways for us to get to know you better, and for you to get to know us.
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