Dispute Resolution Specialist

QBE Insurance Group

We offer a range of options to support your work/life balance, including flexible start and finish times, part-time work, job sharing, 9 day fortnight and flexible leave options.

Only considering candidates eligible to work in Adelaide + 5 more, AUS ⚠️

Primary Details

Time Type: Full time

Worker Type: Employee

  • Full-time hours
  • Hybrid working
  • Open to the following locations: Perth, Adelaide, Brisbane, Parramatta, Sydney and Melbourne

The Opportunity

We have an exciting opportunity for a seasoned insurance professional to join our Customer Relations and Advocacy team, reporting to the Senior Manager of Internal Dispute Resolution.

In this role, you will become part of a collaborative team responsible for managing a portfolio of complaints in alignment with QBE’s complaints management procedures. Your meticulous attention to detail and commitment to enhancing the customer experience will be crucial in identifying the root causes of complaints, uncovering opportunities for improvement, and ultimately enhancing customer outcomes.

Central to your responsibilities will be the assessment, investigation, and analysis of policies, legislation, and expert evidence. A proactive, resolution mindset is essential, the ability to influence others and a passion for helping others desired. As the ultimate decision-maker, you will oversee a portfolio of internal dispute resolution cases, reflecting your expertise in the insurance industry. In this role you will also provide support and assistance to team members in a coaching, training or referral point capacity.

The role:

  • Contribute to Customer Relations team strategy and knowledge sharing in collaboration with internal and external stakeholders.
  • Deliver annual team strategy and business plan, recommending improvements in processes, products, and services and assess business unit compliance with Code of Practice and legislation.
  • Manage complaints and compliance breaches following organizational procedures and resolve complaints/disputes fairly.
  • Provide support and assistance to team members in a coaching, training or referral point capacity, and sssume certain responsibility for the Team and their performance in the Senior Managers absence (where appropriate) and build personable accountability
  • Provide SME support for internal inquiries on decisions, Code of Practice, and Insurance Contracts Act.
  • Prepare concise Final Decision Letters and detailed AFCA submissions and attend AFCA Case Conferences/Conciliations as required.

Your story so far:

We seek a candidate with substantial experience in a related technical role such as Claims, Legal, Product, or Underwriting, who can leverage their expertise to enrich customer relations, advocacy, and dispute resolution initiatives. The ideal candidate will bring a depth of knowledge and a strong commitment to these areas.

Essential attributes for success in this role include:

  • Extensive experience in general insurance and knowledge of Insurance Contracts Act, General Insurance Code of Practice, and working knowledge of Privacy legislation
  • Previous experience in coaching and development
  • Broad knowledge of Australian Standards for Complaints Handling and a detailed understanding of Risk Management, Compliance processes, and system analysis
  • Familiarity with RG165/RG271 regulations and understanding of AFCA's expectations, complaint handling approach, fees, and determinations
  • Strong problem-solving, negotiation and relationship-building skills with excellent written and verbal communication
  • Commercial awareness and a solution-focused mindset
  • Effective time management skills and ability to perform under pressure demonstrating accountability and integrity in managing tasks despite challenges

About QBE

We can never really predict what’s around the corner, but at QBE we’re asking the right questions to enable a more resilient future – helping those around us build strength and embrace change to their advantage.

We’re an international insurer that’s building momentum towards realising our vision of becoming the most consistent and innovative risk partner.

And our people will be at the centre of our success. We’re proud to work together, and encourage each other enable resilience for our customers, our environment, our economies and our communities.

With more than more than 13,000 people working across 27 countries, we’re big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate and kind.

We believe this is our moment – what if it was yours too?

Your career at QBE — let’s make it happen!


We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from:

  • ‘Hybrid Working’ – a mix of working from home and in the office to enhance your work/life balance
  • Our ‘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
  • The ability to maximise 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 including benefits through our various sports and arts sponsorship partners

Rewards & Recognition

We value our employee’s experience with us and are proud to have been recognised 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
  • Gold Employer status for 4 years in a row 2019 - 2022 Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion
  • Ranked 6th place in the AAGE Top Graduate Employers 2021 as voted by graduates
  • Top 20 Workplaces for Dads in 2019 and 2020 (HBF Direct Advice for Dads)
  • Family First accredited employer since 2021

APPLY NOW and let’s make it happen!

Click APPLY to submit your application. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

QBE recognise the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with accessibility requirements and adjustments, alternative work arrangements or you would like to connect with one of our employee networks at any stage of the recruitment process, please contact us at [email protected]

Application Close Date: 14/07/2024 11:59 PM

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

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 Insurance Groupqbe.com

Global insurance leader with operations in 28 countries.

Working Week

We offer a range of options to support your work/life balance, including flexible start and finish times, part-time work, job sharing, 9 day fortnight and flexible leave options.

  • Mon
  • Tue
  • Wed
  • Thu
  • Fri
  • Mon
  • Tue
  • Wed
  • Thu
  • 🏖️

Our Vacation Policy

We offer 31 days of PTO, including annual leave and additional flexible leave options

Remote Working Policy

We offer a hybrid remote working model.

Company Benefits

  • Health insurance
  • 401(k) company contribution
  • Generous parental leave
  • Dentalcare
  • Equipment allowance
  • Life & Disability Insurance
  • Professional Development Budget
  • Yearly bonuses
  • Mental Health Support

Our Team

We're a team of 14k across 19 departments:

  • business development
  • finance
  • engineering
  • support
  • information technology
  • operations
  • consulting
  • human resources
  • accounting
  • +10 more teams

Desirable Skills and Experience

  • General insurance knowledge
  • Insurance Contracts Act
  • Privacy legislation
  • Coaching and development
  • Risk Management
  • Compliance processes
  • System analysis
  • RG165/RG271 regulations
  • AFCA's expectations
  • Problem-solving
  • Negotiation
  • Relationship building
  • Written communication
  • Verbal communication
  • Commercial awareness
  • Solution-focused mindset
  • Time management
  • Accountability
  • Integrity

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