Dispute Resolution Specialist
Primary DetailsTime Type: Full timeWorker Type: Employee
Permanent full-time role Locations: Melbourne VIC and Parramatta NSW (preferred), Brisbane QLD, Adelaide SA. The OpportunityThis is an exciting opportunity for an experienced senior insurance professional to join our highly supportive and dynamic Customer Relations and Advocacy team - reporting into the Senior Manager, External Dispute Resolution. 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 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 external 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.
About youWe are looking for 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:
Strong Insurance or legal background; 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) Previous external dispute resolution experience 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 About QBEWe 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. 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 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!
BenefitsWe 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 18 weeks' gender-equal flexible leave for all new parents, including paid super The ability to maximise retirement savings through voluntary super contributions and company matching Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums Additional leave and support through QBE's Family Domestic Violence First Responder Network Discounts on insurance products, car hire, hotels, goods and services including benefits through our various sports and arts sponsorship partners Rewards & RecognitionWe value our employee's experience with us and are proud to have been recognised for the following awards:
2021 LinkedIn Top Employer & HRD Employer of Choice 2020 Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing at the Australian HR Awards Gold Employer status for 4 years in a row 2019 - 2022 Australian Workplace Equality Index (AWEI) - the definitive national benchmark on LGBTQI+ workplace inclusion Ranked 6th place in the AAGE Top Graduate Employers 2021 as voted by graduates Top 20 Workplaces for Dads in 2019 and 2020 (HBF Direct Advice for Dads) Family First accredited employer since 2021 and let's make it happen!
Click APPLY to submit your application. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.
QBE recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with accessibility requirements and adjustments, alternative work arrangements or you would like to connect with one of our employee networks at any stage of the recruitment process, please contact us at
Skills:Analytical Thinking, Complaint Management, Conflict Resolutions, Critical Thinking, Customer Value Management, Financial Risk Management (FRM), Insurance Underwriting, Intentional collaboration, Managing performance, Portfolio Management, Risk Management, Stakeholder Management, Strategic Management, Time Management, Working Independently
Application Close Date: 24/11/2024 11:59 PM
How to Apply:To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
Job ID 330619
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