Internal Dispute Resolution Specialist

1 day ago

Sydney Inner Suburbs, Australia Suncorp Group Full time

**About The Role**

As an Internal Dispute Resolution Specialist, you’ll investigate and resolve customer complaints with empathy and precision. You’ll work across teams to ensure fair outcomes, improve processes, and enhance customer experiences—all while growing your career in a supportive environment.

** What You’ll Do**
- Investigate verbal and written complaints, ensuring outcomes are fair and aligned with regulatory standards
- Communicate decisions clearly and empathetically through verbal conversations and written responses
- Accurately record and manage complaints using our internal systems, ensuring compliance with ASIC RG271 and industry codes
- Collaborate with internal teams to identify and recommend improvements to systems, processes, and customer service
- Build strong relationships with customers and stakeholders to support resolution and continuous improvement
- Support the IDR team with administrative tasks and contribute to team goals and performance benchmarks

**What You’ll Bring**
- Experience in customer complaints handling, ideally within insurance, with a strong understanding of dispute resolution principles
- Advanced knowledge of insurance products, claims processes, and relevant compliance standards
- Strong verbal and written communication skills, with the ability to explain complex decisions clearly and empathetically
- Excellent time management and attention to detail, ensuring accurate and timely complaint resolution
- Analytical thinking and sound judgment to balance customer needs with business requirements
- Ability to work independently and collaboratively in a close-knit team environment

**What You’ll Enjoy**

Access our award-winning Shine platform - your central hub for exclusive perks, wellbeing support, career development, and recognition. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.
- Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid flexible leave annually
- Paid study support, career breaks, on-the-job learning, and a $1,000 referral bonus for eligible employees
- Free wellbeing coaching, a dedicated Employee Council, and confidential EAP access
- Discounts at 400+ retailers, insurance savings, gym memberships, and reduced super fees
- Paid volunteer leave, donation matching, and unlimited emergency response leave
- Performance-based bonuses and Suncorp shares for eligible employees
- Diversity is celebrated through employee resource groups and inclusive policies for all families

At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by 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.

**Advertised**: 30 Oct 2025 AUS Eastern Daylight Time
**Applications close**: 14 Nov 2025 AUS Eastern Daylight Time

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