Senior External Dispute Resolution Specialist

2 weeks ago

Sydney, New South Wales, Australia Suncorp Group Full time
About the Role

We are seeking a highly skilled and experienced Senior External Dispute Resolution Officer 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.
  • Utilize industry knowledge, delegations, and internal policy and procedures to analyze 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 to a wide variety of audiences.
  • Identify possible systemic issues and work with 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.
About Suncorp Group

Suncorp Group is a leading Australian and New Zealand insurance, banking, and wealth business. We are passionate about 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.

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