Senior External Dispute Resolution Specialist
1 month ago
Job Summary
We are seeking a highly skilled Senior External Dispute Resolution Officer to join our External Customer Relations team at Suncorp Group. As a key member of our team, you will be responsible for managing insurance-related complaints lodged through external dispute resolution (EDR) schemes, such as the Australian Financial Complaints Authority (AFCA).
Key Responsibilities
- Manage a dynamic and varied portfolio of insurance complaints referred to EDR schemes;
- Deliver exceptional customer service with a resolution focus through the delivery of high-quality solutions to the customer and the business, whilst displaying empathy balanced with commercial acumen;
- Prepare quality and timely submissions and correspondence to AFCA;
- Manage all complaint-related communications with customers and their representatives (such as lawyers) who have proceeded to AFCA, both verbally and in writing, including negotiating and influencing resolution agreements and assisting them through the complaint process;
- Maintain positive relationships with our stakeholders (such as case workers) at AFCA and participate in EDR scheme external forums (e.g. AFCA Industry Open Forums);
- Utilise industry knowledge, delegations, understanding of legal principles and EDR scheme approaches, internal policy and procedures and internal focus areas to analyse and determine the appropriate course of action in managing complaints;
- Maintain accurate and timely records in Suncorp's complaint systems;
- Convey and explain complex material and reasoning both orally and in written form, in plain English, to a wide variety of audiences;
- Identify possible systemic issues, or opportunities to improve systems, processes or products, and work with our stakeholders to recommend and implement relevant improvements.
Requirements
- Excellent communication skills, both verbally and written;
- Strong dispute resolution experience and/or industry experience preferably within insurance;
- Proficiency and ability to quickly learn new IT systems and tools;
- The ability to manage conflicting priorities in a timely, efficient and risk-aware manner;
- A desire and ability to balance customer-centricity with commercial acumen;
- Tertiary qualifications in legal, finance or similar will be highly regarded.
What We Offer
- Discounts and offers on a range of retail favourite stores as well as banking and insurance products;
- Give back to our communities with payroll giving, donation matching and paid volunteer leave;
- Invest in your brighter future with ongoing study support and career development programs;
- Prioritise your work/life balance with our robust employee assistance program and dedicated employee council.
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