External Dispute Resolution Liaison Lead
A key part of the Hollard Personal Lines Risk Team in the Dispute Resolution streams that address all internal and external disputes.
Summary about this job
Other
Company: The Hollard Insurance Company
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-7-7100-3819
Fax: +61-7-4086-9237
E-mail: n\a
Site: n\a
Detail information about job External Dispute Resolution Liaison Lead. Terms and conditions vacancy
- Strong General Insurance Claims knowledge
- Close knit, supportive team environment
- Chatswood location - close to transport
About Hollard
As People Changing Insurance we are innovative and entrepreneurial. As a challenger brand established in Australia in 1999 and still privately owned, we offer a variety of specialised products such as competitive General, Pet and Bicycle Insurance through our Agencies and Partners. At Hollard we are agile, continuously growing and gaining market share.
About the role
- Establish fair resolutions to all IDR referrals received directly from the FOS R&R (cases)
- Compile summaries of cases to be presented to Heads of Claims, Operations, Risk or their delegates.
- Present complex cases to the Business at Meetings and articulate FOS’ likely approach to each case with intent to identify resolutions preventing unnecessary case escalation at FOS or elsewhere.
- Present cases to the IDR Panel and communicate outcomes to both client and the FOS
- Provide feedback and advice to internal stakeholders about managing and resolving systemic complaints
- Work collaboratively with all stakeholders to implement any new initiatives, projects, individual development plans, action plans and corrective actions, to improve individual or business performance
- Develop and maintain strong working relationships across the business
- Understand the impact of the FOS Comparative tables affecting Hollard, its Brands and Partners.
- Represent Hollard in attending FOS’ quarterly industry liaison meetings (might include travelling)
- Become a key member at the Hollard EDR Committee meetings
Skills & Experience
- Strong knowledge of Dispute Resolution process in the General Insurance industry
- Minimum 2 years’ experience IDR and/or EDR
- Strong knowledge of insurance practices and products
- Strong technical insurance, contract and policy interpretation skills
- Exceptional knowledge on FOS Comparative Tables analysis and impact to businesses
- Experience in end to end claims journey or processing
- Ability to effectively ensure operational objectives and goals are achieved
- Ability to interpret company policies, guidelines and procedures
- Extremely strong autonomous and time management skills
- Sound judgement and decision-making skills with strong customer focus
- Communication skills (both verbal and in writing)
Working at Hollard
- Flexible work environment
- Fun and challenging work environment
- Career progression and development opportunities
- Family oriented culture
Please note: it is the policy of Hollard Insurance that all new employees consent to a background check.