Internal Dispute Resolution Officer

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Description:
Zurich Cover-More helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with!

Join our dynamic team and play a vital role in managing and resolving customer complains. Make a meaningful impact by turning challenges into opportunities and helping shape our approach to complaint handling - enhancing customer satisfaction every step of the way.

So, what’s the job?

You’ll manage and resolve a portfolio of customer complaints and disputes to successful completion
You’ll educate key internal stakeholders on quality customer service and complaints management with the goal to reduce overall complaints
You’ll consult with underwriters and the Australian Financial Complaints Authority as required
You’ll proactively identify issues/complaints across all business areas
You’ll deliver a highly empathetic customer experience

And what are we looking for?

You’ll have demonstrated ability in interpreting and applying Australian legislation
You’ll have persuasive communication skills with the ability to negotiate and influence internal and external stakeholders
You’ll have a keen eye for detail and analytical nature
You’ll have a background in customer service, with the drive to deliver a positive customer experience

So, why choose us?

We value optimism, caring, togetherness, reliability and determination.

We have more than 1500 employees worldwide: we’re a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.

Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 5 days in the office per fortnight.

Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!

Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, volunteer leave and a comprehensive paid parental leave scheme.

Travel and work with us. We’ll help you keep travelling in your career, oh and quite literally with free travel insurance for you.

Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.

Apply today and let’s go great places together!

To learn more about working at Zurich Cover-More, check out our careers and benefits page!