Description:
Your role as the External Dispute Resolution Consultant, will be to manage, respond, and resolve all financial services-related Member and third-party complaints that have entered the formal External Dispute Resolution (EDR) process; and are under the direct management of regulatory organisations such as AFCA.
- Advocate for members’ interests within the RACQ Group through effective management of member feedback, aiming for outcomes that support RACQ’s purpose and values.
- Work directly with AFCA and other regulators to resolve member and third-party complaints.
- Promote an independent and unbiased consideration of the member’s position when addressing complaints.
- Provide advice to all business units within RACQ to foster a culture of first contact resolution; and build capability across the organisation.
- Build and maintain working relationships with RACQ managers, supervisors, and staff.
- Prepare detailed submissions to AFCA and other regulators on RACQ’s behalf, in response to complaints.
- Facilitate complaint resolution to balance AFCA and ex gratia cost control, with effective member-focused outcomes.
About You
- Strong member/customer focus with excellent negotiation skills.
- Ability to read and interpret information and make sound business judgments and decisions.
- Strong analytical and problem-solving skills.
- Strong written and verbal communication and comprehension skills.
- Proficiency in computer skills.
- Proven experience in stakeholder management with the ability to influence outcomes.
- Excellent investigative skills and attention to detail.
- Ability to develop and maintain effective working relationships with stakeholders at all levels.
- Ability to work under pressure and meet tight deadlines through strong time, task management, and prioritising skills.
- Proven high level of commitment to delivering professional standards of customer service and member experience.
- Detailed working knowledge of relevant Acts, Codes, and Standards.
- Prior experience in a similar role responding to regulatory bodies will be well regarded.
Ideal
- 3 – 5 years of experience in a similar role.
- Strong persuasive communication style; able to contextualise information to various levels of understanding.
- Excel at assessing risk and proactively developing innovative solutions that effectively combat anticipated issues, to mitigate and reduce potential problems.
- Confident to seek assistance and ensure appropriate escalation of matters when the deadlines of tasks of equal importance clash; or where realisation of difficulty upon review, may impact timely completion of tasks.