Dispute Resolution Administrator - Insurance

Dispute Assessment Officer - Insurance

6-Month Contract | $38.89/hour + Super | Melbourne CBD (Hybrid post-training)

The Role

We are seeking a Dispute Assessment Officer based in Melbourne CBD.

Working within the Assessment & Eligibility team, you will act as a primary gatekeeper for incoming and unpaused dispute submissions. A major component of this contract involves managing a project backlog of claims.

Key Responsibilities

• Jurisdictional & Eligibility Assessment: Review incoming disputes and unpaused backlog files to evaluate whether complaints meet governing operational rules-specifically assessing whether products ceased past time limits (e.g., >6 months ago) or fall outside valid lodgement windows.
• Disclosure & Disclosure Analysis: Evaluate dispute evidence
• Templated Case Processing: Review standardized submissions, verify facts against firm records, apply standard operational outcomes, and issue templated decision outcome letters.
• Stakeholder Liaison & Check-Ins: Communicate clearly via telephone and written correspondence with members of the public, representative firms, and financial institutions to provide updates and request missing documents.
• Triage & Escalation: Identify vulnerable individuals needing tailored support, and recognize complex legal issues for escalation to senior specialists.

Candidate Requirements

• Background: 3+ years in dispute resolution, legal claims, regulatory compliance, ombudsman services, or community sector advocacy (or relevant tertiary qualifications).
• Analytical Capability: Proven ability to digest documentation, interpret governing rules, identify key issues, and make logical, defensible eligibility decisions.
• High-Volume Case Management: Experience handling backlogs, working efficiently with templated correspondence, and maintaining accuracy under targets.
• Communication Skills: Exceptional phone manner and plain-English written drafting skills.
• Product Literacy: Basic understanding of consumer finance, general insurance, or add-on financial products.

Work Location & Offer

• Pay Rate: $38.89 per hour + superannuation

• Duration: 6-Month contract

• Location Structure: Melbourne CBD base.

  • Phase 1 (Training & Onboarding): 100% full-time on-site in the office for the first 6-8 weeks.
  • Phase 2 (Ongoing): Hybrid model (3 days in office / 2 days work from home).

Submit your resume today to be considered for this project contract opportunity.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.