What you'll do

Working in our Internal Dispute Resolution team as part of the Claims function, this is an exciting role where you will:

• Manage the escalation and transition of complaints to disputes (IDR & EDR)
• Manage and resolve disputes:
• Review and respond to complaints received via various channels
• Work with customers and colleagues to gather information during the complaint investigation process
• Use your investigative skills to uncover and understand the core issues
• Negotiate to provide timely and empathetic resolutions to complaints
• Prepare detailed, logical, well explained and comprehensive complaint outcome decisions in writing
• Total commitment to an outstanding customer contact experience
• Ensure all complaints are handled in accordance with relevant legislation and AFCA’s commitment to fairness
• Provide feedback to the business to improve decisioning and controls to reduce the recurrence of complaints and disputes
• Manage interactions with AFCA under the supervision of the Senior ManagerComplaints & Disputes

Who you are

• You have at least 2 years of experience within the general insurance industry (preferable) or the financial services industry.
• It is preferable, but not required, for you to have experience in or exposure to roles that involve dispute and/or complaints management within the financial services industry in Australia.
• For this role, you possess a working knowledge of:
• Regulatory and legal requirements for insurance organisations (i.e. ASIC, Corporations Act, Insurance Contracts Act);
• General Insurance Code of Practice requirements;
• Compliance and dispute management frameworks.
• A strong ability to apply this knowledge to complaints and disputes to manage and effectively resolve them.
• Demonstrated experience in stakeholder management, negotiation skills, and the ability to manage your time and deadlines effectively.
• Strong written, verbal and facilitation skills, with experience in preparing written responses in a professional setting.
• Ability to hit the ground running and manage relationships with internal business stakeholders, customers, and external stakeholders, like AFCA
• Excellent interpersonal and communication skills.
• Strong attention to detail, analytical, diligent and organised.
• Ability to embrace change in a fast paced environment and work to deadlines.

Why join us?
We’re on a mission to deliver the best insurance experiences for the world. We launched in 2016 to build a global, AI-powered platform that digitises the entire insurance process, making it transparent, less costly and more reliable. We also believe in using business as a force for good, Open is proudly a certified B Corporation.

Our team thrive on solving problems to revolutionise insurance and have a ‘no excuses’ attitude when it comes to putting our customers first. We have a high performing team with an open and enabling culture that attracts the best creative and critical thinkers. We’re proud to be an equal opportunity employer that celebrates diversity and are committed to providing an inclusive environment for all employees.

Lastly, Open is a high-performing team that strives to achieve brilliant things every day and we encourage you to apply even if your experience doesn’t exactly match the job description. We’re looking for people who are intellectually curious, courageous, innovative and passionate. Our culture is truly open, we’re continuously challenging each other to live our values, and aren’t afraid to raise questions when we fall short. Most importantly, Open is for those that want to create change and have an impact. If that sounds like you, apply for this role and let’s build the future of insurance together.

Find out more about our mission here!