MetLife

The Complaints Resolution Specialist contract role  plays a critical role within MetLife Australia’s Customer Relations function, managing internal and external disputes, including AFCA matters, to fair and timely resolution. Guided by our purpose — always with you, building a more confident future — and our New Frontier strategy, this role focuses on delivering customer‑centred outcomes, ensuring regulatory compliance and strengthening trust across the complaints lifecycle.

You will act as a trusted advisor to the business, partnering with stakeholders across Operations and leadership to deliver high‑quality dispute resolution outcomes while driving continuous improvement and enhancing the overall customer experience.

Key Responsibilities

• Manage and resolve internal and external complaints and disputes, including AFCA submissions, in line with SLAs, regulatory requirements and best practice frameworks.
• Apply and embed ASIC RG 271 and AS/NZS 10002 standards, ensuring consistent, compliant and customer‑focused dispute resolution outcomes.
• Prepare high‑quality, customer‑centric documentation, including resolution correspondence, case summaries and reporting insights for leadership and regulators.
• Provide insights and reporting on complaints trends, outcomes and learnings, supporting continuous improvement and feedback to senior stakeholders.
• Collaborate and partner with internal teams and external stakeholders (clients, reinsurers, trustees) to deliver fair resolutions and enhance customer and client experience.
  
  

  
  

  Required Qualifications 

• Minimum 5 years’ experience within life insurance, financial services or dispute resolution environments (legal or complaints focus preferred).
• Strong understanding of the Insurance Contracts Act, ASIC RG 271 and relevant regulatory frameworks.
• Proven experience managing complaints, disputes or customer resolutions, including drafting formal responses to customers or external bodies.
• Excellent written communication skills and the ability to produce clear, accurate and customer‑focused documentation.
• Strong stakeholder engagement skills with the ability to influence and build relationships at all levels.
• Comfort using AI‑enabled and digital productivity tools (e.g. Microsoft 365 Copilot or similar) to support efficient work outcomes, with sound judgement and adherence to organisational policies, governance and quality standards.
  
  
  Preferred Qualifications 
• Legal qualifications and/or experience in alternative dispute resolution.
• Experience working within claims, underwriting or customer operations environments.
• Exposure to regulatory engagement, reporting and complaints governance frameworks.
• Experience contributing to continuous improvement initiatives across customer or operational processes.