Complaints Officer – Insurance | 6-Month Contract
Are you an experienced Insurance Complaints Specialist, Claims Assessor, or Dispute Resolution Professional looking for your next challenge?
We are seeking a skilled Complaints Officer with direct experience in insurance to join a high-performing team in Melbourne CBD. This role focuses on reviewing, investigating, and resolving complex insurance disputes across a diverse product portfolio.
Position Overview
Role: Complaints Officer – Insurance
Contract: 6-Month Contract (Immediate Start)
Location: Melbourne CBD (Hybrid: 6–8 weeks on-site training, transitioning to 3 days office / 2 days WFH)
Pay Rate: $40.00 per hour + Superannuation
Hours: Monday to Friday, 8:45 AM – 5:15 PM
What You Will Do
In this role, you will apply your general insurance expertise and dispute resolution skills to handle complex end-to-end complaint portfolios:
Investigate & Assess: Review complex consumer insurance complaints, analyze policy terms, schedule of covers, and evidentiary reports (e.g., builder, engineering, or medical reports).
Information Gathering: Liaise directly with policyholders, brokers, and insurers to clarify facts, isolate core issues, and collect key evidence.
Alternative Dispute Resolution (ADR): Facilitate negotiations and conciliations to achieve fair, timely, and balanced outcomes in line with natural justice principles.
Draft Determinations: Prepare clear, logical, and Plain English preliminary assessments, responses, and formal dispute outcomes.
Regulatory Application: Apply general insurance legislation, relevant Industry Codes of Practice (e.g., GICOP, Insurance Contracts Act 1984), and internal resolution guidelines.
Insurance Portfolio Covered
You will manage dispute cases spanning personal, commercial, and specialty lines, including:
Personal Lines: Home & Contents, Motor Vehicle, Travel, Ticket, and Pet Insurance.
Sickness & Accident: Personal Accident and Injury Cover.
Commercial & Property: Strata Title, Small Business, and Farm Insurance.
What We Are Looking For (Mandatory Criteria)
Please Note: To be successful in this role, you must possess direct prior experience handling complaints, claims assessments, or dispute resolution within the Insurance or Financial Services sector.
Insurance & Complaints Background: Proven track record in insurance complaint handling, internal/external dispute resolution (IDR/EDR), or complex insurance claims assessment.
Technical Knowledge: Familiarity with general insurance policy terms, claims processes, and relevant regulatory frameworks.
Analytical Precision: Ability to evaluate conflicting technical evidence, isolate core issues, and form objective, fair decisions.
Drafting: Exceptional written communication skills with demonstrated experience drafting clear, structured complaint responses and preliminary views.
Resilience & Empathy: Strong interpersonal skills to manage sensitive discussions with distressed policyholders while maintaining professional neutrality.
Systems Expertise: Tech-savvy with hands-on experience using Microsoft Office 365, Dynamics 365, and SharePoint.
Work Model & Onboarding
Comprehensive Onboarding: Fully office-based in Melbourne CBD for the first 6–8 weeks to ensure structured training and team integration.
Hybrid Flexibility: Post-training transition to a flexible 3 days in-office / 2 days work-from-home schedule.
How to Apply
If you have a strong background in insurance complaint resolution or claims assessment and are available for an immediate start in Melbourne CBD, we want to hear from you.
Submit your CV highlighting your relevant insurance and dispute handling experience via the Apply Now link.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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