Senior Dispute Resolution Specialist

at  QBE Insurance Group Limited

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.

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