Dispute Resolution Specialist

Primary Details

Time Type: Full time

Worker Type: Employee

Only open to these locations: WA, VIC, SA, QLD

The opportunity

This is an exciting opportunity for a customer focused, insurance professional to join our highly supportive and dynamic team - reporting into the Senior Manager, Internal Dispute Resolution.

This role will see you fulfilling a wide range of duties. You will be responsible for end-to-end management of complaints and Dispute Resolution for all General Insurance products. This will involve assessing, investigating and critically analysing policies, legislation and expert evidence.

You will be engaging with customers and internal external stakeholders as well as providing technical support and advice to claims and underwriting areas.

Primary responsibilities:

• Undertake timely and accurate response to all complaints and disputes, providing a fair and reasonable outcome for the customer

• Proactively identify systemic causes of customer dissatisfaction and contribute to the development of solutions

• Work collaboratively and with internal and external business stakeholders

• Provide SME (subject matter expert) support for internal stakeholder enquiries in relation to decisions, General Insurance Code of Practice and the Insurance Contracts Act

• Ensure the organisational obligations under the law and the General Insurance Code of Practice are adhered to when managing complaints and disputes

• Prepare recommendations on process, product and service improvements to minimize recurrence or mitigation of issues

About You

We are looking for a confident, resolution focused individual who has a passion for delivering outstanding customer service. The ideal candidate is someone that has a wealth of experience within a similar role and can apply their skills, knowledge and expertise to ensure positive outcomes.

• Experience within a Customer focused complaints or disputes role or similar

• General insurance or legal background is advantageous.

• Must have a solid understanding of risk, compliance, and policy

• Passionate about providing a gold standard service to our customers and stakeholders and ability to show high levels of empathy

• Excellent problem solving and relationship building skills

• Ability to influence and negotiate with internal and external stakeholders

• Solution focused individual with a resolution mindset approach

• Impeccable attention to detail and ability to make decisions within challenging circumstances

• Team player with collaborative mindset and a high level of resilience

Benefits

We 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

• 12 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 & Recognition

We 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

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 ***********@qbe.com

Application Close Date: 25/01/2024 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.

Shortlist Job