MetLife

To Manage Internal and External Dispute matters to resolution including AFCA matters.

Principal Responsibilities:  

• Manage Internal and External Dispute matters to successful resolution within designated SLA’s
• AFCA  submissions
• Apply ASIC’s Regulatory Guide 271 Internal Dispute Resolution and AS/NZS 10002:2014 “Guidelines for Complaint Management within Organisations” in managing Complaints and Disputes to resolution
• Monthly updates to leadership team on Complaints, Disputes and Feedback, learnings and outcomes with a view to providing a feedback loop to COO and other key internal stakeholders
• Handle all internal and external Customer Complaints in a manner placing the customer at the forefront;
• Assist TM to triage all matters coming into Customer Relations mailbox for action;
• Review Complaints correspondence and update Complaints Manual
• Complex case referral support
• Compiling comprehensive customer centric resolution letters
• Assisting with reporting to management, clients and regulators

• Engage the team to build strong relationships and deliver great customer outcomes.  Encourage cross business collaboration.
• Establish a position as an expert in Dispute resolution solutions that drives innovation and business outcomes.
• Promote a culture of collaboration, to ensure that the team works closely with all business units to provide an exceptional customer experience.

• Continually look for ways to improve the customer experience and simplify processes and systems.
• Deliver outcomes based on business and operational objectives.
• Support innovative and commercial thinking.
• Take action in order to maximise business outcomes.
• Engage management and promote technology strategies and solutions which make it easy for customers to complain and/or provide feedback.

• Engage the team to build strong relationships and deliver great customer outcomes.
• Enhance the customer experience by focusing on the customer service improvements and initiatives.
• Coaches and provides feedback to improve customer service levels.
• Translate unmet customer needs to business opportunities.
• Build transparent partnering relationships with customers. 
• Establish and maintain working partnerships with reinsurers, clients and trustee offices as key stakeholders in Complaints and Disputed matters

• Demonstrated commitment to exceptional customer service.
• Strong interpersonal skills with ability to build and maintain strong relationships at all levels, both internally and externally.
• Excellent written skills.
• Confident presentation and ability to train one-on-one or in groups.
• Ability to quickly develop and demonstrate in-depth knowledge of stakeholders’ business areas and manage stakeholder expectations.
• Highly motivated, driven and energetic.
• Strong ethics and integrity.

• Minimum of 3 years’ experience within the Life Insurance sector.
• Knowledge of the Insurance Contracts Act and other relevant legislation will be essential.
• Experience within a life Insurance claims environment is essential. 
• Experience within a life Insurance Underwriting/Sales or Retail environment is ideal. 
• Previous experience in managing internal and external Complaints and Litigated matters ideal, but not essential.
• Previous experience preparing Complaint and Dispute resolution documentation to respond to the complainant or external agency will be highly regarded
• Previous experience in providing reporting on disputes to management, clients and regulators will be highly regarded.