Dispute Resolution Specialist

**Primary Details**
Time Type: Full time

Worker Type: Employee
- **Location: Parramatta**:

- **Permanent full-time role**

**The opportunity**

This role will see you exercising a wide range of skills as part of QBE's dispute resolution process with our customers at the forefront of our mind. You will be joining a collaborative team where you will manage a portfolio of complaints in accordance with QBE's complaints management processes.

Your attention to detail and commitment to improving the customer experience will also see you playing a part in identifying root causes of complaints and opportunities for improvement that would lead to a better customer outcomes. A key element of the role will involve assessing, investigating and critically analysing policies, legislation and expert evidence along with adopting a proactive, solution focused mindset to resolving customer issues. You are the final decision maker and will manage a portfolio of either External or Internal dispute resolution complaints.

You will be engaging with internal and external stakeholders to manage complaint resolution requirements and outcomes - encompassing organisational, code of practice, legislative and scheme requirements. Being the final decision maker for QBE, you will be required to communicate the outcome of your decisions with customers and appropriate stakeholders demonstrating a professional and empathetic manner.

**Your responsibilities may also include the following**:

- Support the delivery and execution of the Customer Relations & Advocacy strategy and business plan objectives
- Ensure the organisational obligations under the law and the General Insurance Code of Practice are adhered to when managing complaints and disputes
- Ensure organisational procedures in relation to complaints and compliance breaches are followed
- Provide feedback on process, product and service improvements to minimize recurrence or mitigation of issues for customer dissatisfaction
- In the assessment of your complaint management obligations review and assess compliance by business units with Code of Practice and legislation
- Undertake timely and accurate response to all complaints and disputes, providing a fair and reasonable outcome for the customer
- Work collaboratively with key internal and external business stakeholders

**About you**

We are looking someone that has extensive experience within the same or a similar (Claims, Legal, Product or Underwriting) technical role and can bring with them their knowledge and passion for customer relations, advocacy and dispute resolution. Possessing the following will help ensure success in the role:

- Insurance or legal background is advantageous; Must have a solid understanding of risk, compliance and policy
- General Understanding of AFCA's expectations, approach to complaint handling, fees and determinations (if handling external complaints)
- Ability to problem solve and build strong relationships with customers and stakeholders
- Strong written and verbal communication skills, including great negotiation skills
- Excellent time management skills, ability to work under pressure and with pace when required
- Take accountability and ownership of tasks acting with integrity despite pressures and challenges
- Passionate about providing a gold standard service to our customers and stakeholders and ability to show high levels of empathy
- Solution focused individual with a resolution mindset approach
- Impeccable attention to detail and ability to make decisions within challenging circumstances
- Team player with collaborative mindset and a high level of resilience

**About QBE**

We can never really predict what's around the corner, but at QBE we're asking the right questions to enable a more resilient future - helping those around us build strength and embrace change to their advantage.

We're an international insurer that's building momentum towards realising our vision of becoming the most consistent and innovative risk partner.

And our people will be at the centre of our success. We're proud to work together, and encourage each other enable resilience for our customers, our environment, our economies and our communities.

With more than more than 13,000 people working across 27 countries, we're big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate and kind.

We believe this is our moment - what if it was yours too?

Your career at QBE - let's make it happen

**Benefits**

We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

- 'Hybrid Working' - a mix of working from home and in the office to enhance your work/life balance
- Our 'Thriving at our Best' wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
- 12 weeks' gender-e