Specialist Officer, Triage

Job Title: Specialist Officer, Triage

Location: Brisbane

Hours: Part-Time – 22.5 Hours per Week

Contact Type: 12 Month Contract

About the Role

Are you passionate about delivering exceptional customer experiences and resolving complaints efficiently? Suncorp Insurance is seeking a Specialist Officer, Triage to join our team on a 12 Month Contract. This is a part-time position offering 22.5 hours per week.

In this role, you will enable our Dispute Resolution workforce by triaging Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) complaints, managing our inboxes and telephone lines, and ensuring customers feel heard and supported.

What You'll Do

• Manage and log IDR and EDR complaints from multiple channels including email, phone, and AFCA, ensuring all details are accurate and complete.
• Record and triage customer information, monitor inboxes, and categorise complaints appropriately.
• Place required notes on claims or policy systems and acknowledge customer concerns professionally, both verbally and in writing.
• Flag and refer customers experiencing vulnerability to ensure they receive the appropriate support.
• Build and maintain strong relationships with customers and internal stakeholders, supporting team goals and contributing to a collaborative environment.
• Download, distribute, prepare, and authorise payment of AFCA invoices by their due date.

What We're Looking For

• 1–2 years in general insurance is preferred; experience in a dispute resolution environment is highly desirable.
• Strong computer literacy and the ability to navigate multiple systems simultaneously.
• Comfortable working in a fast-paced, high-pressure environment with flexibility and resilience.

Key Skills & Competencies

• Exceptional communication skills with the ability to actively listen, explain, and record information clearly.
• Strong judgement and analytical skills to make decisions and recommend solutions.
• Ability to work independently, demonstrate initiative, and solve problems efficiently.
• Proficiency in Microsoft Office, including Outlook and Excel.
• Ability to engage with customers empathetically, understanding both practical and emotional needs.

Why You'll Love Working at Suncorp

When you join Suncorp, you're not just taking on a job — you're embarking on a career with a company that values your growth, well-being, and success. Here's what we offer:

• Salary: Competitive Annual Salary + Performance Based Incentives (ProRata)
• Leave Benefits – Annual leave, Flexible leave, personal leave, loyalty leave, and parental leave (20 weeks full pay or 40 weeks half pay).
• Hybrid Working:Work where you thrive with our flexible blend of on-site and at home work arrangements.
• Work-Life Balance: Ensure you have the time and support you need to thrive both personally and professionally
• Staff Discounts: Access to exclusive discounts on Suncorp Insurance Brands such as AAMI, Shannons, Apia & more. As well as offers from over 400 top retailers.
• Reward & recognition programs: We celebrate your hard work and achievements
• Career Development: We prioritize your career development, offering ongoing training, growth opportunities, and the support you need to reach your full potential.
• Reputable Employer – National, trusted company with an inclusive and diverse workplace.
• Community Engagement – Involvement in Charity events like Spirit to Cure.

It's worth noting that specific benefits may vary depending on the role, level, and location of the employee. For more on our employee benefits, Click Here

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