External Dispute Resolution Officer

**Kickstart your career by working for a top 20 ASX listed company where your purpose is to create a better today for our customers.**:

- **Leverage your previous legal, dispute resolution or customer service experience to achieve meaningful outcomes across the Suncorp Insurance Business.**:

- **Flexible working arrangements available and work/ life balance is promoted.**:

- **Permanent opportunity available in Brisbane or Melbourne due to team growth and parental leave vacancies.**

We are looking for passionate dispute resolution experts to become part of Suncorp's External Customer Relations team. As an External Dispute Resolution Officer, you will manage insurance-related complaints lodged through external dispute resolution (EDR) schemes. You will work with our customers, business stakeholders and the EDR scheme to ensure the best outcome is achieved. You will also use your legal or industry knowledge, dispute resolution techniques and ultimately your professional communication skills to achieve these great results.

**What you'll do**
- Manage a dynamic and varied portfolio of insurance complaints referred to EDR schemes;
- Deliver exceptional customer service with a resolution focus through the delivery of high-quality solutions to the customer and the business, whilst displaying empathy balanced with commercial acumen;
- Prepare quality and timely submissions and correspondence to EDR schemes and regulatory bodies, including the Australian Financial Complaints Authority (AFCA), the Office of the Australian Information Commission (OAIC) and the Australian Human Rights Commission (AHRC);
- Manage all complaint-related communications with customers and their representatives (such as lawyers) who have proceeded to EDR schemes, both verbally and in writing, including negotiating and influencing resolution agreements and assisting them through the complaint process;
- Maintain positive relationships with our stakeholders (such as case workers) at EDR schemes and participate in EDR scheme external forums (e.g. AFCA Industry Open Forums);
- Utilise industry knowledge, delegations, understanding of legal principles and EDR scheme approaches, internal policy and procedures and internal focus areas to analyse and determine the appropriate course of action in managing complaints;
- Maintain accurate and timely record keeping in Suncorp's complaint systems;
- Convey and explain complex material and reasoning both orally and in written form, in plain English, to a wide variety of audiences;
- Identify possible systemic issues, or opportunities to improve systems, processes or products, and work with our stakeholders to recommend and implement relevant improvements.

**What you'll bring**
- Excellent communication skills, both verbally and written;
- Strong dispute resolution experience and/or industry experience within banking, finance, insurance or superannuation;
- Proficiency and ability to quickly learn new IT systems and tools;
- The ability to manage conflicting priorities in a timely, efficient and risk-aware manner;
- A desire and ability to balance customer-centricity with commercial acumen;
- Tertiary qualifications in legal, finance or similar will be highly regarded.

**What we can offer**
- To join a highly supportive and collaborative team with a robust onboarding and ongoing training program, with a great culture that focuses on fun, flexibility and wellbeing as well as high performance.
- Discounts and offers on a range of retail stores as well as banking and insurance products.
- A range of flexible working and leave options, including 20 weeks paid parental leave and unlimited paid emergency response leave.
- Invest in your brighter future with ongoing study support and career development programs.
- Give back to our communities with payroll giving, donation matching and paid volunteer leave.
- Prioritise your work/life balance and utilise the support and various programs we offer for our people, including; Employee Assistance Program (EAP), a dedicated Employee Council (EC), Health & Wellbeing, Study Support, Employee Referral Program, Facilities for nursing mothers, Company share options, Social club, and Years of Service Recognition.

**About Suncorp Group**

We're proud to be a part of the Suncorp Group family alongside some of Australia's most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers' peace of mind when it matters most while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you're guiding people through life's biggest moments or providing them with support in times they need it most, you'll be driven forward by our shared customer obsession and supported at every step of the journey.

For over 100 years, Suncorp Group has been driven by our guiding Purpose to build futures