Dispute Resolution Specialist

Dispute Resolution Specialist - EDR Join to apply for the Dispute Resolution Specialist – EDR role at QBE Insurance . Primary Details Time Type: Full time Worker Type: Employee Location: Parramatta, Newcastle, Melbourne, Brisbane, and Adelaide The Opportunity Exercise a wide range of skills as part of QBE’s dispute resolution process managing a portfolio of complaints in accordance with QBE’s complaints management processes. Pay attention to detail and commit to improving the customer experience by identifying root causes of complaints and opportunities for improvement that lead to better outcomes. Assess, investigate and critically analyse policies, legislation and expert evidence while adopting a proactive, solution‑focused mindset to resolve customer issues. Act as the final decision maker and manage a portfolio of 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 Strong insurance or legal background with 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 and the ability to work under pressure and with pace when required. Passion for providing a gold‑standard service to customers and stakeholders and the ability to show 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 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 to enable resilience for our customers, our environment, our economies and our communities. With more than 13,000 people working across 26 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 ‘Hybrid Working’ – a mix of working from home and in the office to enhance 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 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our program. 2023 Most Inclusive Workplace at the Australian HR Institute (AHRI) 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. Platinum employer on the Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion. Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium‑sized program as voted by graduates. Family Friendly Workplace accredited employer since 2021. 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 Application Close Date: 07/12/ :59 PM Application Process 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. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Other Industries Insurance #J-18808-Ljbffr