External Dispute Resolution Specialist

5 days ago

Brisbane, Australia Suncorp Group Full time

**About the Role**

As an External Dispute Resolution Specialist, you’ll manage general insurance complaints referred to AFCA and other external schemes. You’ll advocate for fair outcomes, navigate complex legal and policy issues, and contribute to systemic improvements that benefit customers and the business.

**What You’ll Do**
- Manage a portfolio of insurance complaints referred to AFCA or similar bodies, ensuring timely and fair resolution.
- Prepare high-quality written submissions and represent Suncorp professionally in external forums.
- Collaborate with customers, legal representatives and AFCA case workers to resolve disputes.
- Interpret complex cover and liability issues, balancing legal insight with customer empathy.
- Identify and escalate systemic trends or improvement opportunities across processes and products.
- Maintain accurate records in complaint systems and reporting tools.

**What You’ll Bring**
- Deep expertise in general insurance products, especially claims and cover.
- Knowledge of AFCA processes, the General Insurance Code of Practice, ASIC and CGC guidelines.
- Clear, concise communication skills with the ability to influence and advocate effectively.
- Empathy and professionalism in managing emotionally charged conversations.
- Resilience and objectivity in high-pressure settings, with a collaborative mindset.
- Analytical thinking and a proactive approach to identifying root causes and improvements.

**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**: 17 Oct 2025 AUS Eastern Daylight Time
**Applications close**: 24 Oct 2025 AUS Eastern Daylight Time

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