Senior Dispute Resolution Officer
Senior Dispute Resolution Officer
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Job Description
Senior Dispute Resolution Officer
Job No: 675590
Sydney Inner Suburbs & CBD Brisbane Inner Suburbs & CBD Melbourne Inner Suburbs & CBD Various
Max Term Full Time
Insurance Legal
Pay Band 5
- Leverage your previous legal dispute resolution and/or insurance experience to achieve meaningful outcomes for our business and customers
- Ongoing professional development is encouraged and work/life balance is promoted
- 12 month MTC opportunity available in Brisbane Sydney or Melbourne
We are looking for passionate dispute resolution experts to become part of Suncorps External Customer Relations team. You will manage insurancerelated complaints lodged through external dispute resolution (EDR) schemes generally the Australian Financial Complaints Authority (AFCA).The successful candidate will work with our customers business stakeholders and the EDR scheme to ensure the best outcome is achieved.You will also use your legal or industry knowledge dispute resolution techniques and ultimately your professional communication skills to achieve these great results.
What youll do
- Manage a dynamic and varied portfolio of insurance complaints referred to EDR schemes
- Deliver exceptional customer service with a resolution focus through the delivery of highquality solutions to the customer and the business whilst displaying empathy balanced with commercial acumen
- Prepare quality and timely submissions and correspondence to AFCA
- Manage all complaintrelated communications with customers and their representatives (such as lawyers) who have proceeded to AFCA both verbally and in writing including negotiating and influencing resolution agreements and assisting them through the complaint process
- Maintain positive relationships with our stakeholders (such as case workers) at AFCA and participate in EDR scheme external forums (e.g. AFCA Industry Open Forums)
- Utilise industry knowledge delegations understanding of legal principles and EDR scheme approaches internal policy and procedures and internal focus areas to analyse and determine the appropriate course of action in managing complaints
- Maintain accurate and timely records in Suncorps complaint systems
- Convey and explain complex material and reasoning both orally and in written form in plain English to a wide variety of audiences
- Identify possible systemic issues or opportunities to improve systems processes or products and work with our stakeholders to recommend and implement relevant improvements
What youll bring
- Excellent communication skills both verbally and written
- Strong dispute resolution experience and/or industry experience preferably within insurance
- Proficiency and ability to quickly learn new IT systems and tools
- The ability to manage conflicting priorities in a timely efficient and riskaware manner
- A desire and ability to balance customercentricity with commercial acumen
- Tertiary qualifications in legal finance or similar will be highly regarded
What we can offer you
- Discounts and offers on a range of retail favourite stores as well as insurance products
- A range of flexible working and leave options including 20 weeks paid parental leave 4 weeks paid secondary carer parental leave and unlimited paid emergency response leave
- Invest in your brighter future with ongoing study support and career development programs
- Give back to our communities with payroll giving donation matching and paid volunteer leave
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council
Employee benefits Suncorp Group
At Suncorp we believe we are our best when our workforce is as diverse talented and passionate as the communities in which we live and operate and where our people feel included valued and connected. We are passionate about inspiring our people by creating a diverse accessible and inclusive culture offering flexible work career development and internal mobility and building connected relationships amongst our team members and with our customers.
If you require any support and adjustments to participate equitably in our recruitment process or in the workplace we encourage you to contact for a confidential conversation.
Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time
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Employment Type
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