Protect, trust, and shape better outcomes. Make a genuine impact where customer fairness, legal and industry insight and commercial acumen come together. We are seeking a seasoned External Dispute Resolution Specialist with strong general insurance knowledge to manage complex complaints with fairness, empathy and professionalism. This role suits someone who thrives in complexity, balancing technical precision with customer understanding, and resolving matters in line with policy, regulatory expectations and organisational values. This is more than just a dispute resolution role. You are the bridge between the customer and our business. If you can cut through complexity, advocate with integrity and stay grounded in fairness, you belong here. What you’ll do Manage a dynamic portfolio of insurance complaints referred to the Australian Financial Complaints Authority (AFCA) or other external schemes Prepare detailed, high-quality written submissions, advocate for fair outcomes, and resolve matters in a timely, empathetic and commercially sound manner Collaborate with customers, their legal representatives and AFCA case workers Navigate complex legal and policy matters, interpret cover and liability issues, and influence resolution outcomes Identify and escalate systemic trends or improvement opportunities across processes, products or policies Represent Suncorp professionally at AFCA forums and similar external industry events Keep accurate, timely records within complaint systems and reporting tools What you’ll bring Deep expertise in general insurance products, particularly claims and cover Working knowledge of the General Insurance Code of Practice, AFCA processes, and relevant ASIC and CGC guidelines Strong written and verbal communication skills - clear, concise, and able to influence Ability to manage emotionally charged conversations with empathy, clarity and professionalism Resilience and objectivity - able to adapt to feedback and work in high-pressure settings Analytical thinker - able to identify root causes and recommend systemic improvements Fair and decisive - confident in owning a decision, while remaining open to collaboration and new perspectives Cultural fit Listen deeply and empower others Embrace challenge and change with humility, curiosity, and courage Thrive in a collaborative team environment and stay grounded in purpose