General Insurance Claims – Dispute Resolution Consultant

2 weeks ago


Perth, Western Australia Suncorp Full time
Take the next step.
Be part of something bigger at Suncorp.
General Insurance Claims – Dispute Resolution Consultant Join a team of devoted problem solvers dedicated to getting the right outcomes for their customers
Hybrid working, flexible start times and the autonomy and freedom to plan your day
12-month full-time contract
The Customer Relations team is committed to continuously improving the quality of our customers' experiences.

We have the benefit of complete oversight, the necessary relationships and are a team of critical thinking experts that are solely motivated in using the examples we're presented with, to improve the way in which we interact with our customers and more broadly their experience with general insurance products.

What you'll do
You will manage the complete review and issue the final response to our customer's verbal and written complaints
You will seek out fair and reasonable decisions for difficult or complex situations by examining all sides
You will be ethical and invested in your resolve
You will interact intuitively and identify quickly the next steps and put these in motion
You will be a personable and excellent communicator with the ability to adapt your interaction and articulate for the customer
You will evaluate & interpret policies and apply the necessary discretions
You will be balanced in the needs of the business and the customer in order to effectively resolve complaints
You will facilitate timely responses to all verbal and written customer complaints and compliments
You will retain existing business through your ability to overcome objections, timely resolution of customer concerns and your innate ability to connect with and understand people
You will meet all regulatory or legislative requirements including General Insurance, ASIC RG271 and the Insurance Contract Act
You will accurately record and maintain customer information relevant to the resolution of complaints
You will support managers and leaders by identifying trends and making informed recommendations to meet our combined objectives
What you'll bring
Minimum 12-18 months in a general insurance claim or product role across Motor and Property Insurance
Advanced ability to coordinate and manage your own portfolio in line with customer expectation, regulatory and industry code timeframes
Personal attributes of self-awareness, empathy and resilience are crucial
Advanced knowledge of products, systems and processes, relevant compliance standards, legislative requirements and industry codes
Comprehensive knowledge of industry complaints, industry trends and process and procedures
Comprehensive understanding of AFCA terms of reference
Working knowledge of team standards and metrics, centre benchmarks and company standards
What we can offer
An attractive employee benefits package across our Insurance, Banking & Superannuation products
Hybrid office & WFH environment or arrangements
Flexible start times and the freedom to plan your day/week
Paid parental leave of 16 weeks for the primary carer and 3 weeks for the secondary carer
Numerous discounts with our corporate partners (retail & shopping / travel & holiday / health & wellbeing)

We offer support and various programs for our people:
(Employee Assistance Program (EAP), Health & Wellbeing, Study Support, Employee Referral Program, Facilities for nursing mothers, Company share options, Social club, Years of Service Recognition)

Advertised:17 May 2024 AUS Eastern Standard Time
Applications close:31 May 2024 AUS Eastern Standard Time

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