Senior Dispute Resolution Officer
Senior Dispute Resolution Officer
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Job Description
Senior Dispute Resolution Officer
Job No: 676187
Sydney - Inner Suburbs & CBD Brisbane - Inner Suburbs & CBD Melbourne - Inner Suburbs & CBD Various
Permanent Full Time
Insurance
Pay Band 5
Protect trust and shape better outcomes. Make a genuine impact where customer fairness legal and industry insight and commercial acumen come together.
We are seeking a seasoned Senior Dispute Resolution Officer with strong general insurance knowledge to manage complex complaints with fairness empathy and professionalism. This role suits someone who thrives in complexity balancing technical precision with customer understanding and resolving matters in line with policy regulatory expectations and organisational values.
What youll do
- Manage a dynamic portfolio of insurance complaints referred to the Australian Financial Complaints Authority (AFCA) or other external schemes
- Prepare detailed high-quality written submissions advocate for fair outcomes and resolve matters in a timely empathetic and commercially sound manner
- Collaborate with customers their legal representatives and AFCA case workers
- Navigate complex legal and policy matters interpret cover and liability issues and influence resolution outcomes
- Identify and escalate systemic trends or improvement opportunities across processes products or policies
- Represent Suncorp professionally at AFCA forums and similar external industry events
- Keep accurate timely records within complaint systems and reporting tools
Key strengths we value
- Deep expertise in general insurance products particularly claims and cover
- Working knowledge of the General Insurance Code of Practice AFCA processes and relevant ASIC and CGC guidelines
- Strong written and verbal communication skillsclear concise and able to influence
- Ability to manage emotionally charged conversations with empathy clarity and professionalism
- Resilience and objectivityable to adapt to feedback and work in high-pressure settings
- Analytical thinkerable to identify root causes and recommend systemic improvements
- Fair and decisiveconfident in owning a decision while remaining open to collaboration and new perspectives
Cultural fit
We are looking for someone who can:
- Listen deeply and empower others
- Embrace challenge and change with humility curiosity and courage
- Thrive in a collaborative team environment and stay grounded in purpose
Why join us
- Meaningful Work: Help protect our brand restore trust and deliver fair outcomes
- Flexible Locations: Roles available in Brisbane Sydney or Melbourne with hybrid options
- Professional Growth: We support continuous development through mentoring training and more
- Work-Life Balance: We promote wellbeing and flexibility as part of our culture
Suncorps culture
Working as part of the Suncorp Group you will have access to an unparalleled range of job opportunities across insurance and corporate services. We promote a high-performance culture where people are rewarded for effort and dedication. We recognise and value commitment and encourage our people to maintain a healthy balance between their career and personal time. Suncorp has been awarded Employer of Choice for Gender Equality (EOCGE) by the Workplace Gender Equality Agency (WGEA) for seven years in a row.
Employee benefits Suncorp Group
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 Standard Time
Applications close: AUS Eastern Standard Time
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Senior IC
Employment Type
Full-Time
