About the Role

As an External Dispute Resolution Specialist youll manage general insurance complaints referred to AFCA and other external schemes. Youll advocate for fair outcomes navigate complex legal and policy issues and contribute to systemic improvements that benefit customers and the business.

What Youll Do

• Manage a portfolio of insurance complaints referred to AFCA or similar bodies ensuring timely and fair resolution
• Prepare high-quality written submissions and represent Suncorp professionally in external forums
• Collaborate with customers legal representatives and AFCA case workers to resolve disputes
• Interpret complex cover and liability issues balancing legal insight with customer empathy
• Identify and escalate systemic trends or improvement opportunities across processes and products
• Maintain accurate records in complaint systems and reporting tools

What Youll Bring

• Deep expertise in general insurance products especially claims and cover
• Knowledge of AFCA processes the General Insurance Code of Practice ASIC and CGC guidelines
• Clear concise communication skills with the ability to influence and advocate effectively
• Empathy and professionalism in managing emotionally charged conversations
• Resilience and objectivity in high-pressure settings with a collaborative mindset
• Analytical thinking and a proactive approach to identifying root causes and improvements

What Youll Enjoy

Access our award-winning Shine platform your central hub for exclusive perks wellbeing support career development and recognition. Shine has been recognised for excellence in employee experience making it easier than ever to access what matters most to you.

• Hybrid working flexible leave 20 weeks paid parental leave and up to 5 days paid flexible leave annually
• Paid study support career breaks on-the-job learning and a $1000 referral bonus for eligible employees
• Free wellbeing coaching a dedicated Employee Council and confidential EAP access
• Discounts at 400 retailers insurance savings gym memberships and reduced super fees
• Paid volunteer leave donation matching and unlimited emergency response leave
• Performance-based bonuses and Suncorp shares for eligible employees
• Diversity is celebrated through employee resource groups and inclusive policies for all families

Explore our full benefits: 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. To apply for this opportunity please submit your application directly via the link provided.

Advertised: 29 Oct 2025 AUS Eastern Daylight Time
Applications close: 07 Nov 2025 AUS Eastern Daylight Time