Dispute Resolution Officer

Job description

Opportunity We are seeking a fair, objective, and solutions-oriented professional to join our team as a Dispute Resolution Officer. In this role, you will serve as the organization’s designated ombudsperson for our Property & Casualty insurance operations, independently reviewing and resolving escalated client concerns. Acting as a neutral party, you will investigate complex issues, facilitate resolution, and provide recommendations that balance fair outcomes with sound business practices. What you will be doing: What you bring to the team - Review, investigate, and resolve escalated customer complaints related to claims, service, and policy interpretation - Act as an impartial and objective resource in assessing concerns and determining fair outcomes - Gather and analyze documentation, including claim files, correspondence, and internal policies - Communicate decisions clearly, professionally, and empathetically to clients and internal stakeholders - Partner with claims, underwriting, and leadership teams to resolve complex or sensitive issues - Identify trends in complaints and provide recommendations to enhance the overall client experience - Ensure complaint handling aligns wit...