IDR Workflow Support

• Make a real impact on customer outcomes every day
• Work at the heart of the IDR process
• 2 year max term contract, based in Melbourne, Sydney or Brisbane

The opportunity to join our team

We have an exciting opportunity for an IDR Workflow Support professional to join our Customer Resolutions team on a 2 year max term basis. In this role, you will play a critical part in ensuring the Internal Dispute Resolution (IDR) function operates efficiently, accurately, and in line with regulatory requirements. You will manage end-to-end workflows, support timely case allocation and resolution and provide high-quality administrative and reporting support to the IDR team. Working closely with Case Managers, Complaints teams and key internal stakeholders, you will help deliver fair and timely customer outcomes while contributing to continuous improvement initiatives. This role also offers the opportunity to develop your skills and progress into a Case Manager role in the future.

Key Responsibilities:

• Monitor and manage the IDR case queue, ensuring timely allocation to Case Managers
• Maintain accurate and up-to-date IDR case records across Salesforce and other systems
• Triage and manage inbound calls, directing them to the appropriate teams
• Liaise with internal stakeholders to ensure case documentation is complete and accurate
• Track, monitor, and report on IDR case progress and outcomes
• Support regulatory and management reporting in line with RG271 and AFCA requirements
• Identify workflow inefficiencies and contribute to process and continuous improvement initiatives
• Provide administrative support including scheduling, correspondence, document preparation, and redaction
• Collaborate with IDR and Complaints teams to support seamless case handover and escalation

What you will bring:

• A strong customer focus and commitment to fair and timely outcomes
• Strong understanding of financial services, with superannuation experience preferred
• Excellent organisational and time management skills
• High attention to detail and a focus on data accuracy
• Experience with CRMs and Microsoft Office Suite (preferred)
• Strong written and verbal communication skills with the ability to engage stakeholders effective Knowledge of RG271 and relevant regulatory and compliance frameworks
• Ability to work independently while also collaborating effectively in a fast-paced environment
• A proactive mindset with a focus on risk awareness, compliance, and continuous improvement

To Apply

Read more about why you should join our team https://www.insigniafinancial.com.au/careers/working-with-us/why-join-our-team.

Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police and basic credit checks as a condition of employment.

Please note that applications from agencies will not be considered at this time.

We acknowledge and celebrate the richness that individual differences bring to our team. If you need assistance or an adjustment during the application process, please reach out and let us know.