Senior External Dispute Resolution Officer

• Leverage your previous legal, dispute resolution and/or insurance experience to achieve meaningful outcomes for our business and customers
• Ongoing professional development is encouraged and work/ life balance is promoted.
• 12-month full-time secondment available in Brisbane or Melbourne

We are looking for passionate dispute resolution experts to become part of Suncorp’s External Customer Relations team. As a Senior Dispute Resolution Officer, you will manage insurance-related complaints lodged through external dispute resolution (EDR) schemes, generally the Australian Financial Complaints Authority (AFCA).  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 AFCA;
• Manage all complaint-related communications with customers and their representatives (such as lawyers) who have proceeded to AFCA, 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 AFCA 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 records 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 preferably within insurance;
• 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.

If this opportunity sounds like the challenge, you have been looking for, please apply online today. For further information regarding this position, please contact luke.morandini@suncorp.com.au 

 ECR SDRO PD (1).docx

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Advertised: 22 Apr 2024 AUS Eastern Standard Time
Applications close: 07 May 2024 AUS Eastern Standard Time