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Dispute Resolution & Claims Support Officer - Part time

ICT Customer Support Officers
Permanent Part Time
13 days ago

An amazing opportunity for a Dispute Resolution & Claims Support Officer to provide subject matter expertise to key internal and external stakeholders and GLA’s business partners.

In this role you will be responsible for ensuring that all disputes received by GLA, its distribution partners and or TPAs are handled in an efficient, honest and fair manner.

This position is available as a permanent part time opportunity.


Your job

  • Ensure that any disputes in connection with GLA’s portfolio are handled in accordance with all regulatory requirements
  • Maintaining and report on decline, disputed matters (including AFCA) matters, periodic/ annual data requests from GICOP and other Industry related bodies relating to claims and policy information
  • Ensure management and employees have sufficient understanding of the obligations and maintain adherence to all relevant regulatory and compliance requirements with support from GLA’s Compliance and Legal Manager
  • Provide advice and direction to intermediaries and TPAs regarding the handling of complaints
  • Managing the end to end GLA Complaints process IDR and EDR
  • Ensure that disputes are handled in accordance with relevant laws, regulations and the General Insurance Code of Practice
  • Develop a system that will enable the capturing and reporting of all disputed (IDR and AFCA matters) and declined claims at both MGA/TPA and GLA level
  • Provide administrative support to the Claims Manager and the Claims team in the day to day operations of the business

Your profile

Education / Qualifications:


  • Tertiary education and relevant insurance qualifications (preferred)


  • Experience as a Disputes Resolution Officer with an Insurer
  • Previous experience working for an insurer receiving escalated complaints from intermediaries
  • Ability to respond in writing to complex cases and deal with sensitive issues
  • Experience in liaising with the External disputes service
  • Preference for experience representing the insurer at the external disputes tribunal

Skills and Competencies:

  • Be familiar with latest legal and AFCA decisions including excellent knowledge of the General Insurance Code of Practice and Insurance Contracts Act and other relevant legislation
  • Well developed written and oral communication skills, including attention to detail

About us


Find out Who we are, What we do, Our Strategy and How we can Support & Reward you

We believe great companies are all about great people, and we are committed to attracting and nurturing the very best talent; experts passionate about their field and curious to explore new horizons.

As a part of the Munich Re Group, one of the world’s leading providers of reinsurance, primary insurance and insurance-related risk solutions, Munich Re Australasia offers financial strength and stability.

As pioneers in risk assessment, we drive the digital transformation of the global insurance landscape, expanding products and services as new forms of risk emerge. We are dedicated to being a trusted partner to our clients in all matters of risk. We invest in digitalisation, artificial intelligence, data analytics, insurtechs and automation to develop future-focused solutions that meet client needs today and in the future.

Are you curious, client-centric and passionate about making a difference to our future through managing risk? Then come and join our team of experts who are shaping the future.



Debbie Fayers

Recruitment Specialist



Apply now! Apply for this Job!

At Munich Re, we embrace, and value, the interaction of diverse backgrounds, experiences, perspectives and thought. This interaction is our foundation. Of our open culture and spirit of partnership. Of how our teams are built and cultivated. Of how we are supported and developed. And at the centre of this interaction is each of us.

Salary Details*
Salary Type Normal Wages
Base Salary $0
Superannuation 9.5%
Bonus offered No
Total Package $0
* Salary details are calculated without bonus and monthly payout as per tax bracket without tax threshold and other allowances. Its always good to confirm these details with the employer or recruiter.
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Skills Required
Visa Requirements
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Experience Requirements
Salary Requirements
Normal Wages
Job Type
Permanent Part Time
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