MetLife

This role will 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 HOCR 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

Act as a Trusted Advisor to Management

• 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.

Continuous Improvement

• 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.

Customer Focus

• 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.

Client Focus

• Establish and maintain working partnerships with reinsurers, clients and trustee offices as key stakeholders in Complaints and Disputed matters

Dimensions:

• Role has impact on:

• Profitability

• Business growth

• Service quality (in a demanding market)

Knowledge/Skills/Competencies Required:

• 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 public speaker 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.

Qualification Required:

• Law degree or Minimum of 5 years' experience within the Life Insurance sector or Alternative Dispute resolution.

• Knowledge of the Insurance Contracts Act and other relevant legislation will be essential.

• Extensive experience within an Insurance Claims/Underwriting/Sales or Retail environment is required.

• 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

What's in it for you?

• Flexible and hybrid working arrangements

• CBD location

• Great team culture