Escalation Specialist (Internal Dispute) - Work from Home / Dayshift

• Manage internal dispute resolution (IDR) cases end-to-end, ensuring fair and appropriate outcomes for both customers and the business.
• Handle complaints escalated to external dispute resolution schemes, including AFCA.
• Communicate empathetically and professionally with customers via phone and written correspondence.
• Investigate complaints thoroughly and objectively, in line with legislative and regulatory obligations.
• Prepare clear, concise, and well-reasoned written responses to complaints and dispute matters.
• Collaborate with internal departments to gather information and resolve disputes efficiently.
• Build and maintain strong relationships with internal and external stakeholders.
• Accurately document all actions and decisions in the complaints management system.
• Identify complaint trends and contribute to continuous improvement initiatives.
• Work collaboratively within a small team and support others as needed.
• Other role specific duties as they arise.

• Bachelor’s degree in Law, Business, Finance, or a related discipline preferred.
• Proven experience in dispute resolution and complaint management within general insurance or banking.
• Previous exposure to the AFCA complaints process and external dispute resolution schemes.
• Strong understanding of relevant legislation and regulatory frameworks.
• Demonstrated case management experience, including handling simple and complex matters.
• Excellent verbal and written communication skills, including advanced negotiation capabilities.
• Strong telephone manner with the ability to manage sensitive conversations with empathy and professionalism.
• High level of customer focus, with the ability to show patience and build trust.
• Effective decision-making skills and ability to manage time and priorities under pressure.
• Strong relationship-building skills across internal and external stakeholders.
• Resilience, initiative, and a positive, team-oriented mindset.
• Proficient computer skills and experience using case management or CRM systems.

As a Twoconnect employee, you get to enjoy the following: 

• Work from home
• Shift: Monday to Friday: 6:00 am to 3:00 pm PHT or 7:00 am to 4:00 pm PHT
• Work-life balance
• Training and Development programmes
• Employee Engagement Events (company outings, fun activities, quarterly wellness and self-care sessions)
• Experience working with leading organisations
• Fun, supportive, and inclusive culture
• Dedicated Team Managers that look after your development