Developing the skillsets of the Senior Dispute Resolution Officer's by proof-reading their correspondence and providing training and feedback sessions on the quality of written and verbal correspondence with internal and external stakeholders. Ensuring a high-quality output in line with quality assurance requirements of the team and the organisation.Providing the delivery of training and workshops to Senior Dispute Resolution Officers on the Insurance Contracts Act, General Insurance Code of Conduct, Delegation of Authority licenses, role functions, and legislative and regulatory obligations and requirements.Representing External Customer Relations in internal, and external stakeholder interactions, presenting common complaint trends, and providing feedback or technical advice regarding complaints.Providing written and verbal feedback regarding Senior Dispute Resoluton Officer's quality of work, workload management and assisting the Team Leaders with performance management.

Team Leader Secondment

Managing customer complaints referred to an External Dispute Resolution scheme, most commonly the Australian Financial Complaints Authority.Providing feedback and/or training to stakeholders to limit additional complaints.Ensuring efficient and effective governance of significant external risks, and related opportunities, to a business function and its various segments, including to identify emerging and/or systemic issues.Utilizing industry knowledge, delegations, understanding of legal principles, internal policy and procedure interpretation, knowledge of a external dispute resolution scheme, and their approaches to make informed decisions.Managing all complaint related communication with internal and external stakeholders, including the drafting of formal submissions, offers and settlement agreements, as well as the preparation of internal documents.

Previously known as Senior Dispute Resolution Officer.Developing the skillset of Dispute Resolution officers, and providing training, feedback, and proofreading written correspondence to Customers. Undertaking complex files and providing technical advice for General and Commercial Insurance complaints.Responsible for Internal Customer Relations Triage team, who inputted complaints received and ensured they were recorded, and aligned in line with business requirements and relevant ASIC Regulatory Guides. Acting Team Leader or 7 staff members for a 3 month period, where I was responsible for their development, performance management and providing weekly one on ones, and regular feedback.

Previously known as Dispute Resolution Officer.Managing customer complaints in relation to General and Commercial Insurance matters through Suncorp's Internal Dispute Resolution (IDR team) through verbal and written communciation.Utilizing industry knowledge, contracts, understanding of legal principles, internal policy and procedure interpretation to make informed decisions.Managing all complaint related communication with internal and external stakeholders, including the drafting of formal submissions, offers and settlement agreements, as well as the preparation of internal documents regarding complaint outcome recommendations.