Dispute Resolution Consultant

4 days ago

Brisbane, Queensland, Australia Monash University 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 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

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 georgia.slattery@suncorp.com.au for a confidential conversation.

Advertised: 12 Mar 2025 AUS Eastern Daylight Time
Applications close: 21 Mar 2025 AUS Eastern Daylight Time

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