Dispute Resolution Specialist - EDR
Company: Bendigo Advertiser
Primary Details
Time Type: Full time
Worker Type: Employee
Hybrid Working: Work from home and office
Work-Life Balance: Foster an environment supporting professional growth and personal well-being
Permanent full-time role
Location: Parramatta, Newcastle, Melbourne, Brisbane, and Adelaide
Opportunity
This is an exciting opportunity for an experienced senior insurance professional to join our highly supportive and dynamic Customer Relations and Advocacy team – reporting into the Senior Manager, External Dispute Resolution. You will manage a portfolio of complaints in accordance with QBE's complaints management processes, focus on root causes and improvement opportunities, and assess, investigate, and critically analyze policies and legislation to resolve customer issues.
Responsibilities
Manage a portfolio of external dispute resolution complaints as the final decision maker.
Engage with internal and external stakeholders to manage complaint resolution requirements and outcomes, encompassing organisational, code of practice, legislative and scheme requirements.
Identify root causes of complaints and opportunities for improvement that would lead to a better customer outcome.
Adopt a proactive, solution focused mindset to resolving customer issues and critically analyze policies, legislation and expert evidence.
Work under pressure, create strong relationships with customers and stakeholders, and deliver a gold standard service with high empathy.
Qualifications
Extensive experience in Claims, Legal, Product or Underwriting technical role.
Strong insurance or legal background with 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.
Strong written and verbal communication and great negotiation skills.
Excellent time management, can work under pressure and pace.
Passionate about providing a gold standard service to customers and stakeholders with high empathy.
About QBE
We're an international insurer building momentum towards realising our vision of becoming the most consistent and innovative risk partner. With more than 13,000 people working across 26 countries, we're proud to work together, encourage resilience and provide a friendly workplace.
Benefits
Hybrid Working – mix of working from home and in the office.
Life Leave: support life events and leave annual leave.
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.
Range of discounts on insurance products, car hire, hotels, goods and services.
Application Instructions
Application Close Date: *****/ :59 PM. To submit your application, click "Apply" and follow the step-by-step process. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.
Equal Employment Opportunity
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates. QBE is committed to an inclusive workplace where everyone feels valued and respected for who they are.
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