About The Role

As an Internal Dispute Resolution Specialist youll investigate and resolve customer complaints with empathy and precision. Youll work across teams to ensure fair outcomes improve processes and enhance customer experiencesall while growing your career in a supportive environment.

What Youll Do

• Investigate verbal and written complaints ensuring outcomes are fair and aligned with regulatory standards
• Communicate decisions clearly and empathetically through verbal conversations and written responses
• Accurately record and manage complaints using our internal systems ensuring compliance with ASIC RG271 and industry codes
• Collaborate with internal teams to identify and recommend improvements to systems processes and customer service
• Build strong relationships with customers and stakeholders to support resolution and continuous improvement
• Support the IDR team with administrative tasks and contribute to team goals and performance benchmarks

What Youll Bring

• Experience in customer complaints handling ideally within insurance with a strong understanding of dispute resolution principles
• Advanced knowledge of insurance products claims processes and relevant compliance standards
• Strong verbal and written communication skills with the ability to explain complex decisions clearly and empathetically
• Excellent time management and attention to detail ensuring accurate and timely complaint resolution
• Analytical thinking and sound judgment to balance customer needs with business requirements
• Ability to work independently and collaboratively in a close-knit team environment

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.

Advertised: 30 Oct 2025 AUS Eastern Daylight Time
Applications close: 14 Nov 2025 AUS Eastern Daylight Time