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Dispute Resolution Specialist

4 weeks ago

Parramatta, Australia QBE Full time

Primary Details

Time Type: Full time

Worker Type: Employee

Dispute Resolutions Specialist - External

Full time Permanent Role

Location: Parramatta, Newcastle, Perth, Adelaide, Brisbane or Melbourne

Your part in a changing world

At QBE, our purpose is to enable a more resilient future.

We’re an international insurer and reinsurer with a local presence in 27 countries. Leveraging our deep expertise and insights, QBE offers commercial, personal and specialty products and risk management solutions to help people and businesses manage risks, build strength and embrace change to their advantage.

We’ve been cultivating resilience since 1886, when our founders started a marine insurance company in Townsville, Australia to give early pioneers a safeguard against uncertainty. Today, we employ more than 11,600 people around the world, and our product portfolio includes property, motor, crop, energy, marine and aviation insurance.

About your opportunity

This is an exciting opportunity for an experienced insurance professional to join our highly supportive and dynamic team - reporting into the Senior Manager, External Dispute Resolution.

This role will see you always fulfilling a wide range of duties within the external dispute resolution process with our customers at the forefront of our mind. You will be joining a collaborative team where you will respond to all feedback and disputes, whilst also being responsible for recognising the root cause. A key element of the role will involve assessing, investigating and critically analysing policies, legislation and expert evidence which requires significant exposure to complex and technical cases within the general insurance realm.

You will be engaging with internal and external stakeholders to manage complaint resolution requirements and outcomes - encompassing organisational, code of practice, legislative and scheme requirements. Being the final decision maker for QBE, you will communicate the outcome in writing to customers and as necessary prepare submissions to the relevant external dispute body on behalf of QBE.

Your responsibilities may also include the following:

- Ensure the organisational obligations under the law and the General Insurance Code of Practice are adhered to when managing complaints and disputes
- Ensure organisational procedures in relation to complaints and compliance breaches are followed
- Prepare recommendations on process, product and service improvements to minimize recurrence or mitigation of issues for customer dissatisfaction
- Review and assess compliance by business units with Code of Practice and legislation
- Undertake timely and accurate response to all complaints and disputes, providing a fair and reasonable outcome for the customer
- Work collaboratively with key internal and external business stakeholders

Your story so far

We are looking someone that has extensive experience within the same or a similar technical role and can bring with them their knowledge and passion for customer relations and dispute resolution
- Insurance or legal background is advantageous; Must have a solid understanding of risk, compliance and policy
- General Understanding of AFCA’s expectations, approach to complaint handling, fees and determinations
- Ability to problem solve and build strong relationships with customers and stakeholders
- Strong written and verbal communication skills, including great negotiation skills
- Excellent time management skills, ability to work under pressure and with pace when required
- Take accountability and ownership of tasks acting with integrity despite pressures and challenges
- Passionate about providing a gold standard service to our customers and stakeholders and ability to show high levels of empathy
- Solution focused individual with a resolution mindset approach
- Impeccable attention to detail and ability to make decisions within challenging circumstances
- Team player with collaborative mindset and a high level of resilience

We are here to support you

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

- ‘Hybrid Working’ - a mix of working from home and in the office to enhance your work/life balance
- Our ‘Thriving at our Best’ wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
- 12 weeks’ gender-equal flexible leave for all new parents, including paid super
- The ability to maximise retirement savings through voluntary super contributions and company matching
- Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums
- Discounts on insurance products, car hire, hotels, goods and services including benefits through our various sports and arts sponsorship partners

We value our employee’s experience with us and are proud to have been recognised

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