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| POSITION DESCRIPTION | GENERAL INSURANCE INDUSTRY NOVEMBER 2008 |
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Complaints & Disputes Resolution Officer |
| Position Code: | 1376 | | Career Level: | 3 |
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Responsible for
Receiving, assessing, investigating and responding to all Complaints and Disputes referred. |
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Reports To
Dispute Resolution Team Leader. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Undertaking timely and accurate response to all internal Complaints and external Disputes from the IEC.
Providing recommendations in relation to unresolved complaints for the organisation.
Acting as the IEC referral point for the organisation's customer enquiries and for management and staff of the organisation in relation to Code of Practice and decisions under the Insurance Contracts Act.
Maintaining and monitoring the organisation's Complaint Management System.
Proactively identifying systematic causes of customer dissatisfaction and contributing to the development of solutions.
Providing regular reporting to the team leader in relation to IEC matters and service issues.
Ensuring the organisational obligations under the law and the General Insurance Code of Practice are adhered to when processing Disputes.
Keeping accurate and comprehensive statistics and records relating to all Complaints and Disputes.
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Key Skills
Working knowledge of Australian Standard on Complaints Handling (specifically AS4903), risk management processes and analysis of systems and processes.
Strong interpersonal, communication and negotiation skills.
Strong time management skills.
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Internal Contacts
Compliance; Legal; Claims. |
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External Contacts
IEC; Clients. |
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Typical Experience
3+ years experience in a professional, corporate or commercial Dispute Resolution role, coupled with relevant qualifications. |
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