Insurance Complaints Specialist

2 weeks ago

Brisbane, Queensland, Australia Suncorp Group Full time
Job Description

Suncorp Group is seeking a skilled Insurance Complaints Specialist to join our External Customer Relations team in Brisbane or Melbourne.

About the Role

This 12-month full-time position involves managing a dynamic portfolio of insurance complaints referred to external dispute resolution (EDR) schemes, primarily the Australian Financial Complaints Authority (AFCA).

You will work closely with customers, business stakeholders, and EDR scheme representatives to achieve meaningful outcomes. Your expertise in dispute resolution, legal knowledge, and professional communication skills will enable you to navigate complex issues and deliver high-quality solutions.

Key Responsibilities
  • Manage a varied portfolio of insurance complaints through EDR schemes;
  • Deliver exceptional customer service with a focus on resolution, demonstrating empathy and commercial acumen;
  • Prepare quality and timely submissions and correspondence to AFCA;
  • Communicate effectively with customers and their representatives, including negotiating resolution agreements and assisting them through the complaint process;
  • Maintain positive relationships with stakeholders at AFCA and participate in industry forums;
  • Analyse and determine the appropriate course of action for managing complaints using industry knowledge, delegations, and internal policies;
  • Maintain accurate records in Suncorp's complaint systems;
  • Convey complex information to various audiences in plain English;
  • Identify opportunities to improve systems, processes, or products and recommend relevant improvements.
Requirements
  • Excellent communication skills, both verbally and written;
  • Strong dispute resolution experience and/or industry experience preferably within insurance;
  • Proficiency in learning new IT systems and tools;
  • The ability to manage conflicting priorities in a timely and efficient manner;
  • A balance between customer-centricity and commercial acumen;
  • Tertiary qualifications in legal, finance, or similar fields will be highly regarded.
What We Offer
  • Discounts on retail favourite stores, banking, and insurance products;
  • Opportunities for giving back to the community through payroll giving, donation matching, and paid volunteer leave;
  • Ongoing study support and career development programs to invest in your future;
  • A robust employee assistance program and dedicated employee council to prioritise your work-life balance.

Average Salary: AU$90,000 - AU$110,000 per annum, depending on experience.

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