About the Role
We are seeking an experienced and motivated Case Manager to join our Customer Dispute Resolution team. Reporting to the CDR Team Leader, this role delivers expert dispute resolution that safeguards our customers' interests and business reputation. You'll manage customer disputes with empathy, integrity, and excellence, ensuring all are resolved fairly and in accordance with Code Compliance and Legal Requirements, whilst building strong customer relationships.
About Us
Auto & General (A&G) is Australia's fastest-growing insurance business, providing comprehensive general insurance solutions since 2000, including Car, Motorcycle, Home, Contents, Pet, and Travel Insurance, often in partnership with leading brands like Budget Direct, ING, Qantas, and Coles. Our mission is to 'safeguard a brighter future' for our customers and community. We cultivate a culture of 'High Performance with High Integrity' (the A&G Way), fostering a collaborative environment where we invest in our team members through generous rewards, benefits, and development opportunities. Visit autogeneral.com.au to find out more.
What You'll Be Doing
-
Manage investigation and response to customer disputes, both direct from customers and from the Australian Financial Complaints Authority (AFCA)
-
Execute delegated authority to resolve disputes by evaluating policies and applying judgement, whilst achieving team performance benchmarks and targets
-
Provide trusted advice to internal stakeholders and identify opportunities for process improvements
-
Retain existing business through strong customer relationships and timely resolution of customer concerns
-
Ensure accurate recording of dispute information and meet quality audit requirements
-
Role model A&G values in all dealings with customers, team members, and stakeholders
-
Communicate with customers in writing and verbally using privacy principles, code compliance, and legal standards
-
Support managers and leaders to define objectives and required resources to achieve targets
What You'll Bring
To thrive in this role, you'll need a blend of investigation expertise, dispute resolution acumen, and a genuine passion for delivering customer-focused outcomes. You'll bring:
-
Minimum three years in a claims, finance, or customer service role
-
General insurance knowledge
-
Proven decision-making and negotiation skills with the ability to produce win-win solutions
-
Excellent written and verbal communication skills
-
Strong analytical skills and attention to detail
-
Working knowledge of relevant compliance standards and legislative requirements
-
Demonstrated ability to manage workload effectively and prioritise tasks
-
Dispute resolution, negotiation, mediation, or conciliation background (highly regarded)
-
Legal background or insurance studies (highly regarded)
Our Perks
At Auto & General, we believe in supporting our people to thrive both professionally and personally. Here are some of the benefits you can expect:
-
Be Rewarded: We recognise high performance and reward our people through bonuses and our employee recognition platform, Rewards Gateway, offering exclusive discounts across 600+ top retailers.
-
Work Flexibility: Enjoy options for hybrid work, allowing you to balance work and life effectively.
-
Options for Leave: Life happens, so we offer volunteer days, an additional paid 'ME' day, paid parental leave, and the opportunity to purchase additional leave to cover all of life's big moments.
-
Grow With Us: Access a wide range of learning and professional development opportunities to suit your career aspirations.
-
Give Back: Our A&G Difference program empowers you to contribute to causes you're passionate about through volunteering, fundraising, and donations.
-
Take Care of Yourself: Your wellbeing is important to us. Benefit from our healthy mind and body hub, mental-health support, and fitness discounts to help you be your best self.
-
Celebrate The Wins: Join our vibrant culture with many on-site events, family fun days, and annual celebrations.
-
Save Money: Enjoy discounts on our insurance products, plus exclusive deals with various retailers and hospitality providers across Australia.
Apply Today
If you're a dedicated dispute resolution professional looking for a challenging and rewarding role within a growing Australian company, we encourage you to apply. Join us and help 'safeguard a brighter future'!
A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
