Customer Complaints Specialist
This is an exciting opportunity for a customer-focused insurance professional to join our highly dynamic team – reporting into the Senior Manager, Internal Dispute Resolution.
The ideal candidate will have extensive experience in end-to-end management of complaints and dispute resolution for all General Insurance products. This involves assessing, investigating, and critically analyzing 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.
* Timely and accurate response to all complaints and disputes, providing a fair and reasonable outcome for the customer
* Identify systemic causes of customer dissatisfaction and contribute to the development of solutions
* Manage internal and external business stakeholders relationships
* 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 individual who has a passion for delivering outstanding customer service. The ideal candidate will have:
* Extensive experience in dispute resolution
* A strong general insurance or legal background
* A solid understanding of risk, compliance, and policy
* Solution-focused mindset with excellent problem-solving and relationship-building skills
* Ability to influence and negotiate with internal and external stakeholders
What We Offer
We offer a range of benefits to help provide holistic support for your work life:
* Hybrid working arrangement for enhanced work-life balance
* 'Thriving at our Best' wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial, and legal advice
* 18 weeks' gender-equal flexible leave for all new parents, including paid super
* Ability to maximize 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
Why Work with Us?
We value our employees' experience with us and are proud to have been recognized 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
* Platinum employer on the Australian Workplace Equality Index (AWEI)
* Ranked 3rd place in the AAGE Top Graduate Employers 2023 for medium-sized program as voted by graduates
* Top 20 Workplaces for Dads in 2019 and 2020 (HBF Direct Advice for Dads)
* Family First accredited employer since 2021