Dispute Resolution Specialist

At Strata Community Insurance (SCI) we've spent decades protecting strata communities across Australia and our purpose is to be the champion for a better, brighter strata community.

We believe our people are our greatest strength. That's why we foster a culture where individuals are supported, empowered, and encouraged to achieve both personal and professional success.

We're currently seeking a Dispute Resolution Specialist to join our Legal & Governance team. In this pivotal role, you'll help shape the customer experience by managing complaints with professionalism, empathy, and a solutions-focused mindset. You'll play a key role in continuous service improvement and help uphold the fairness and integrity that define our business.

Location

Can be based at any of our offices Australia wide - Sydney, Melbourne, Brisbane, Adelaide or Perth.

About the Role

• Investigate and assess complaints by gathering and analysing relevant information from stakeholders.
• Deliver well-reasoned written decisions and communicate effectively with complainants, internal teams, and third parties.
• Apply your knowledge of dispute resolution processes, legal principles, industry codes, and AFCA decisions to resolve complaints efficiently and fairly.
• Manage both verbal and written communications with professionalism and empathy.
• Ensure compliance with all relevant legal, regulatory, and contractual obligations, including the General Insurance Code of Practice.
• Contribute to process improvements by identifying recurring issues and recommending actionable solutions.
• Collaborate closely with internal departments and external partners to promote service excellence and uphold our values.

About You

• Background in general insurance claims, complaints handling, or dispute resolution.
• Strong interpersonal and communication skills with a customer-first approach.
• Sound judgment and discretion when managing sensitive or confidential matters.
• A collaborative mindset with the ability to build rapport across diverse teams.

Flexibility

We have an In Community Culture which means we work in the Strata Community or in our offices most of the time. Flexibility is available as needed.

Leave

Community Connections leave is available for you to volunteer with your chosen charity. In addition, there is paid parental leave including superannuation and options to purchase additional leave.

Automatic acceptance for our Salary Continuance insurance scheme and salary sacrifice options.

Working at SCI

At Strata Community Insurance, we embrace diversity and inclusivity, welcoming people from all backgrounds, cultures, and experiences.

You must have full working rights in Australia to be considered for this role.