Senior External Dispute Resolution Specialist
4 weeks ago
We are seeking a highly skilled and experienced dispute resolution professional to join our External Customer Relations team at Suncorp Group.
Key Responsibilities- Manage a dynamic and varied portfolio of insurance complaints referred to external dispute resolution schemes.
- Deliver exceptional customer service with a resolution focus through the delivery of high-quality solutions to customers and the business.
- Prepare quality and timely submissions and correspondence to external dispute resolution schemes.
- Manage all complaint-related communications with customers and their representatives, including negotiating and influencing resolution agreements.
- Maintain positive relationships with stakeholders at external dispute resolution schemes and participate in industry forums.
- Analyse and determine the appropriate course of action in managing complaints, utilising industry knowledge and legal principles.
- Maintain accurate and timely records in Suncorp's complaint systems.
- Convey and explain complex material and reasoning to a wide variety of audiences.
- Identify possible systemic issues and opportunities to improve systems, processes or products, and work with stakeholders to recommend and implement relevant improvements.
- 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.
- 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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