Idr Case Manager

Insignia Financial Ltd

SYDNEY, NSW, Australia
On-site
End-to-end idr complaints management
Investigate complex complaints
Rg271 compliance
Insignia Financial Ltd is seeking an experienced Case Manager for their Internal Dispute Resolution (IDR) team, based in Sydney or Melbourne. The role focuses on managing and resolving complaints, ensuring compliance with regulatory standards, and enhancing the member experience

Job Summary

  • This is a great opportunity for someone who is passionate about delivering fair, timely and well-reasoned outcomes, and who understands the important role effective complaint handling plays in building trust with members.
  • In this role, you’ll take ownership of end‑to‑end IDR complaints, independently investigating matters and delivering high‑quality written responses in line with RG271 and regulatory expectations.
  • You’ll also contribute to identifying risks, trends and improvement opportunities, helping strengthen complaint handling practices and enhance the overall member experience.

Matching Summary

Match Score: 85

Insignia Financial Ltd is seeking an experienced Case Manager for their Internal Dispute Resolution (IDR) team, based in Sydney or Melbourne. The role focuses on managing and resolving complaints, ensuring compliance with regulatory standards, and enhancing the member experience.

Skills & Requirements

Must-have

  • End-to-end IDR complaints management
  • Investigate complex complaints
  • RG271 compliance
  • Clear written responses
  • Professional and empathetic communication

Nice-to-have

  • Champion the voice of the customer
  • Contribute to identifying risks and trends
  • Values-driven professional

Key Requirements

  • Experience in complaints, disputes or case management
  • Strong understanding of RG271
  • Excellent written and verbal communication skills
  • Strong analytical skills
  • Ability to manage competing priorities
  • High level of customer empathy
  • Experience using case management systems

Work Rights

Must be eligible to work in Australia

Tailored Resume

Cover Letter