Dispute Resolution Officer

Description and Requirements

This role will manage Internal and External Dispute matters to resolution including AFCA matters.

Principal Responsibilities:

• Manage Internal and External Dispute matters to successful resolution within designated SLA's
• AFCA submissions
• Apply ASIC's Regulatory Guide 271 Internal Dispute Resolution and AS/NZS 10002:2014 "Guidelines for Complaint Management within Organisations" in managing Complaints and Disputes to resolution
• Monthly updates to HOCR on Complaints, Disputes and Feedback, learnings and outcomes with a view to providing a feedback loop to COO and other key internal stakeholders
• Handle all internal and external Customer Complaints in a manner placing the customer at the forefront;
• Assist TM to triage all matters coming into Customer Relations mailbox for action;
• Review Complaints correspondence and update Complaints Manual
• Complex case referral support
• Compiling comprehensive customer centric resolution letters
• Assisting with reporting to management, clients and regulators

Act as a Trusted Advisor to Management

• Engage the team to build strong relationships and deliver great customer outcomes. Encourage cross business collaboration.
• Establish a position as an expert in Dispute resolution solutions that drives innovation and business outcomes.
• Promote a culture of collaboration, to ensure that the team works closely with all business units to provide an exceptional customer experience.

Continuous Improvement

• Continually look for ways to improve the customer experience and simplify processes and systems.
• Deliver outcomes based on business and operational objectives.
• Support innovative and commercial thinking.
• Take action in order to maximise business outcomes.
• Engage management and promote technology strategies and solutions which make it easy for customers to complain and/or provide feedback.

Customer Focus

• Engage the team to build strong relationships and deliver great customer outcomes.
• Enhance the customer experience by focusing on the customer service improvements and initiatives.
• Coaches and provides feedback to improve customer service levels.
• Translate unmet customer needs to business opportunities.
• Build transparent partnering relationships with customers.

Client Focus

• Establish and maintain working partnerships with reinsurers, clients and trustee offices as key stakeholders in Complaints and Disputed matters

Dimensions:

• Role has impact on:
• Profitability
• Business growth
• Service quality (in a demanding market)

Knowledge/Skills/Competencies Required:

• Demonstrated commitment to exceptional customer service.
• Strong interpersonal skills with ability to build and maintain strong relationships at all levels, both internally and externally.
• Excellent written skills.
• Confident public speaker and ability to train one-on-one or in groups.
• Ability to quickly develop and demonstrate in-depth knowledge of stakeholders' business areas and manage stakeholder expectations.
• Highly motivated, driven and energetic.
• Strong ethics and integrity.

Qualification Required:

• Law degree or Minimum of 5 years' experience within the Life Insurance sector or Alternative Dispute resolution.
• Knowledge of the Insurance Contracts Act and other relevant legislation will be essential.
• Extensive experience within an Insurance Claims/Underwriting/Sales or Retail environment is required.
• Previous experience in managing internal and external Complaints and Litigated matters ideal, but not essential.
• Previous experience preparing Complaint and Dispute resolution documentation to respond to the complainant or external agency will be highly regarded
• Previous experience in providing reporting on disputes to management, clients and regulators will be highly regarded

What's in it for you?

• Flexible and hybrid working arrangements
• CBD location
• Great team culture

Benefits We Offer

When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.

About MetLife

Recognised on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Diversity Council of Australia Inclusive Employer Award, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!