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Let’s talk about the role and team
This is a unique combination of Complaints Resolution & Quality Assurance.
With this in mind we we’re looking for an expert at resolving disputes received from both our Customers & Financial Ombudsman coupled with a love for quality assurance and continuous improvement.
Conduct investigations for complaints, engage internal and external stakeholders and deliver fair and balanced outcomes
Conduct QA reviews and root cause analysis.
Monitor and supervision: Call monitoring, file audits, claim audits, system audits and reporting
Deliver coaching and mentoring to improve customer experience
Ensure we’re meeting our regulatory and compliance obligations.
Let’s talk about you!
This is a great prospect for someone who is ready to step up and grow their career. We will support you and your ambitions, you’ll get heaps of opportunity to solve all sorts of problems and support the Insurance team.
This isn’t your first rodeo either, you’ll be someone with experience in a similar role and who is ready to make a real difference – to our people, customers and business.
Coaching skills with the ability take goals and objectives through to agreed actionable plans. You thrive on accountability and feel confident making decisions.
Exceptional investigative & problem-solving skills
Knowledge of mainframe systems (e.g. Vision +, ICBS, TIA, Accord, Beacon) preferable.
Demonstrable leadership skills with an ability to inspire others to perform.
With next level communication skills, your “run to the problem” approach will put high pressure situations at ease.
Sound like you?
That’s a good sign! In return for your energy and ideas we offer genuine flexible family life / work balance e.g. adjusted days, hours. Health, well-being and social initiatives to help you feel great and connected, as well as our hugely popular extra week of leave program.
This role can be 100% remote! Our distributed workforce is connected through social get-togethers, innovative collaboration tech as well as good old-fashioned Zoom meetings. Let’s talk, how can we help you set up the perfect workspace?
We live and breathe our values. Act Right, Show Care, Be Curious
Partners in money
Latitude may seem like the new kid on the block, but it’s taken us almost a hundred years to become an overnight success.
Digital payments, cards, loans and insurance is what we offer - but what we really are is a platform that helps people shop and live better.
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