Case Manager

The role

To manage the investigation and response to customer’s disputes, both direct from customers and the Australian Financial Complaints Authority (AFCA), aligned to both business and customer requirements, ensuring that all communication meets Code Compliance and Legal Requirements.  

To provide support and advice to internal stakeholders on both a case by case and issue-oriented basis. To be stakeholder advocate and provide trusted, thorough, impartial, and empathetic Dispute Resolution. 

• Manage verbal and written customer disputes and AFCA referrals.
• Achieve performance benchmarks for dispute resolution and reporting.
• Maintain accurate records of customer interactions and dispute information.
• Evaluate policies to resolve disputes effectively, balancing business and customer needs.
• Identify opportunities for process improvements and support business objectives.
• Communicate resolutions clearly and in compliance with privacy and legal standards.
• Engage with Lines of Business to integrate dispute resolution perspectives.

What experience you’ll bring

• Proven problem-solving and decision-making skills - ability to investigate information provided and break down problems and situations into simple lists of components and tasks
• Strong negotiation abilities, creating win-win solutions.
• Excellent written and verbal communication skills.
• Effective time and workload management.
• Analytical skills for navigating complex situations.
• Commitment to customer service and attention to detail.
• Ability to manage change and support team adaptation.
• Managing change - ability to recognise, understand and support the need for change and anticipate the impact on the team and the individual.

 

Our Perks 

Location: Toowong

Close to a variety of public transport and easy parking options, the Toowong office has excellent end of trip facilities (including secure bike storage and showers), outdoor spaces and plenty of modern collaborative areas to work and connect with colleagues. 

Conveniently based at Toowong Village tower with views of the mountains and the Brisbane River, our location is only 4 km from the city and provides access to retail, restaurants and other amenities.

The benefits of working at A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Work flexibility - with options to work from home one day per week post probation.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone. 
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.  

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all. 

*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.