IDR Insurance Specialist

  • Develop and implement the Customer Experience Strategy
  • Improve complaint resolution process and overall customer service satisfaction 
  • Build your career your way

About The Role
Role Location: 242 Pitt Street, Sydney NSW 2000
Role Type: Permanent (40 hours per week)
As IDR (Internal Dispute Resolution) Insurance Specialist, you will identify, undertake and manage a range of initiatives designed to enhance the customer experience with particular regard to touchpoints within Operations. You will also work with all areas of the business to ensure the customer experience opportunities that will drive customer satisfaction and loyalty are identified and actioned.
About You
To be successful in this role, you will ideally bring the following:

  • Complaints industry knowledge, and proven experience in managing complex complaints as well as competing priorities with tight timeframes
  • Experience in dispute resolution in previous/current role
  • Excellent planning, organisation and communication skills
  • RG146 compliant and maintained in accordance with regulatory and policy requirements (e.g. CPD point)
  • Experienced communicator and negotiator at all levels with strong customer service focus
  • Strong stakeholder management skills

About ANZ
At ANZ, everything we do boils down to ‘why’ – our purpose – to shape a world where people and communities thrive. We're just as focused on seeing our people thrive as well as our customers. We'll give you every opportunity to develop your career.
We are responding faster to changing customer requirements, focusing on the things that matter the most, energising our people, eliminating waste and reducing bureaucracy.
A happy workplace is a thriving one. So in order to attract and keep the best talent, and say thanks for the hard work, we make sure all our employees are rewarded.
ANZ recognises the value of an inclusive and diverse work environment. We take pride in the diversity of our people and encourage applications from diverse candidates. Our recruitment decisions are based on the key inherent needs and requirements of each role, and candidates are selected based on their unique strengths and characteristics.
We work flexibly at ANZ. Talk to us and let us know how this role can be flexible for you.
To find out more about working at ANZ or to view other opportunities visit You may apply for this role by visiting ANZ Careers and search for reference number AUS088933.

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