Primary Details: Time Type: Full time; Worker Type: Employee; Location: Parramatta, NSW; Type: Permanent, full time; Hybrid role, happy to talk flexible working.
The opportunity: This is an opportunity to join QBE's NSW CTP Personal Injury Claims (PIC) Dispute Resolution team, where you'll play a critical role in delivering fair, independent and high‐quality outcomes for customers. As a Dispute Resolution Specialist, you'll manage external disputes end‐to‐end under the NSW CTP scheme. Acting as QBE's final decision‐maker, you'll assess, investigate and determine complex matters in accordance with legislation, scheme objectives and best practice. You'll also identify systemic insights from disputes to support continuous improvement across customer experience, claims decision‐making and compliance.
Your new role
* Manage external CTP disputes from receipt through to resolution, delivering timely, fair and well‐reasoned outcomes
* Independently review claims decisions in accordance with the Motor Accident Injuries Act 2017 (NSW) and supporting Regulations and Guidelines
* Act as the final decision‐maker for QBE, preparing clear, customer‐focused written determinations
* Prepare submissions and responses for external dispute resolution bodies, where required
* Engage collaboratively with customers, legal representatives, medical experts and internal stakeholders
* Identify systemic drivers of disputes and provide recommendations to improve claims decision‐making, processes and customer outcomes
* Escalate emerging risks, reputation issues or compliance concerns as appropriate
* Manage dispute data, records and reporting to support regulatory and governance obligations
About you
* Previous experience in dispute resolution, complaints or complex decision‐making within a professional or regulatory environment
* Detailed knowledge of the NSW CTP scheme, including the Motor Accident Injuries Act 2017 and associated Guidelines
* Strong analytical and problem‐solving skills, with the ability to assess complex medical, legal and factual issues
* Excellent written and verbal communication skills, with the ability to tailor messaging to different audiences
* A customer‐centric mindset, balancing empathy with regulatory and legislative obligations
* Strong time management and resilience, with the ability to manage competing priorities
Benefits
* 'Hybrid Working' – a mix of working from home and in the office to enhance your work / life balance
* Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice
* 18 weeks' gender‐equal flexible leave for all new parents, including paid super
Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.
Application Close Date: 22 / 04 / 2026 11 : 59 PM
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