Primary Details
Time Type: Full timeWorker Type: Employee
Role Highlights
* Location: Flexible
* Type: Permanent, full time
* Hybrid role, happy to discuss flexible working
The Opportunity
This is an exciting opportunity for an experienced senior insurance professional to join QBE's highly supportive and dynamic External Dispute Resolution team, reporting to the Senior Manager, External Dispute Resolution. In this role, you'll be responsible for the end‐to‐end management of General Insurance complaints and external disputes, ensuring fair, reasonable and compliant outcomes for our customers. You'll work closely with the Australian Financial Complaints Authority (AFCA), meeting regulatory expectations and timeframes while delivering high‐quality, resolution‐focused outcomes. You will assess, investigate and critically analyse policies, legislation and expert evidence, engage directly with customers, and provide technical advice to internal stakeholders across claims, underwriting and broader business functions.
Your new role
* Maintain a portfolio of complaints in accordance with QBE's complaints management process.
* Conduct detailed investigations, including analysis of policies, legislation, evidence and expert reports.
* Engage collaboratively with internal and external stakeholders, including customers, claims teams and underwriters.
* Identify systemic drivers of customer dissatisfaction and contribute to recommendations for process, product and service improvements.
* Ensure all complaints and disputes are handled in line with organisational standards, legal obligations and regulatory requirements.
* Manage complaint resolution requirements and outcomes – encompassing organisational, code of practice, legislative and scheme requirements.
About You
* Extensive experience in a similar technical role within claims, legal, product or underwriting.
* Strong insurance or legal background, with a solid understanding of risk, compliance and policy interpretation.
* Working knowledge of AFCA requirements, including complaint handling approaches, conciliations, fees and determinations.
* Demonstrated experience managing external dispute resolution or complex complaints end‐to‐end.
* Strong written and verbal communication skills, with the ability to negotiate, influence and build trusted stakeholder relationships.
* Excellent time management and resolution focused, with the ability to work effectively while maintaining empathy and a customer‐first mindset.
Benefits
* Hybrid Working – mix of working from home and in the office.
* 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: 30/04/2026 11:59 PM
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