Suncorp Group10 followers51 jobs

External Dispute Resolution Specialist

Mid levelFull-timeHybridBrisbane QLD, AustraliaPosted 3 months agoVerified 1 week ago
Pending fitX of Y criteria met

About the job

This job is about being an External Dispute Resolution Specialist who protects, trusts, and shapes better outcomes for customers. By managing complex complaints with fairness and empathy, you will make a genuine impact while balancing technical precision with customer understanding. The team values collaboration and thrives in a dynamic environment, ensuring that every resolution aligns with policy and organizational values.

Meet the team

About the company

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You'll be responsible for

📂

Managing a dynamic portfolio of insurance complaints

Overseeing complaints referred to the Australian Financial Complaints Authority (AFCA) or other external schemes, ensuring timely and fair resolutions.
📝

Preparing detailed submissions

Creating high-quality written submissions to advocate for fair outcomes and resolve matters empathetically and commercially.
🤝

Collaborating with stakeholders

Working with customers, their legal representatives, and AFCA case workers to navigate complex legal and policy matters.

Key criteria

📜

General insurance expertise

Deep knowledge of general insurance products, particularly claims and cover.

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📝

Strong communication skills

Proven ability to convey information clearly and influence outcomes.

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🤝

Empathy in conflict resolution

Experience managing emotionally charged conversations with professionalism.

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A meaningful career starts with a match

Think you're a good fit?See what the hiring team are looking for

View your fit

5 criteria for this job
General insurance expertise
Deep knowledge of general insurance products, particularly claims and cover.

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Strong communication skills
Proven ability to convey information clearly and influence outcomes.

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Empathy in conflict resolution
Experience managing emotionally charged conversations with professionalism.

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Analytical thinking
Ability to identify root causes and recommend systemic improvements.

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Knowledge of regulatory frameworks
Familiarity with AFCA processes and General Insurance Code of Practice.

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