Dispute Resolution Specialist

Primary Details Time Type : Full time ? Worker Type : Employee Location : Parramatta, Newcastle, Melbourne, Brisbane, and Adelaide. The Opportunity This 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. Responsibilities Manage a portfolio of complaints in accordance with QBE's complaints management processes. Identify root causes of complaints and opportunities for improvement to enhance customer outcomes. Assess, investigate and critically analyse policies, legislation and expert evidence, adopting a proactive, solution-focused mindset to resolving customer issues. Serve as the final decision maker on external dispute resolution complaints. Engage with internal and external stakeholders to manage complaint resolution requirements and outcomes – encompassing organisational, code of practice, legislative and scheme requirements. About you We are looking for someone who has extensive experience within a similar technical role (Claims, Legal, Product or Underwriting) and brings passion for customer relations, advocacy and dispute resolution. Qualifications Strong insurance or legal background; 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 negotiation expertise. Excellent time-management, ability to work under pressure and with pace. Passionate about providing a gold-standard service to customers and stakeholders, with high levels of empathy. 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 building momentum towards becoming the most consistent and innovative risk partner. With more than 13,000 people across 26 countries, we're proud to work together, encouraging one another to enable resilience for customers, our environment, our economies and our communities. Benefits Hybrid Working – a mix of working from home and in the office to enhance your work / life balance. Life Leave, supporting the life events we all experience, leaving your annual leave for rest. Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice. 18 weeks' gender-equal flexible leave for all new parents, including paid super. Voluntary super contributions and company matching. Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums. A range of discounts on insurance products, car hire, hotels, goods and services. Rewards & Recognition Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards. Most Inclusive Workplace at the Australian HR Institute (AHRI) Awards. LinkedIn Top Employer & HRD Employer of Choice. Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing at the Australian HR Awards. Platinum employer on the Australian Workplace Equality Index (AWEI). Ranked in the top ten in the AAGE Top Graduate Employers for medium-sized program. Family Friendly Workplace accredited employer since How to Apply To submit your application, click "Apply" and follow the step-by-step process. Application Close Date : 07 / 12 / : 59 PM Equal Employment Opportunity QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates. QBE recognises 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 access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at Skills Analytical Thinking, Complaint Management, Conflict Resolution, 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. #J-18808-Ljbffr