External Dispute Resolution Consultant

 

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.

Organization RACQ
Industry Consultant Jobs
Occupational Category External Dispute Resolution Consultant
Job Location Brisbane,Australia
Shift Type Morning
Job Type Full Time
Gender No Preference
Career Level Experienced Professional
Experience 3 Years
Posted at 2024-09-03 6:33 pm
Expires on 2024-12-03