Take the next step. Be part of something bigger at Suncorp.General Insurance Claims – Dispute Resolution ConsultantJoin a team of devoted problem solvers dedicated to getting the right outcomes for their customersHybrid working, flexible start times and the autonomy and freedom to plan your day12-month full-time contractThe Customer Relations team is committed to continuously improving the quality of our customers’ experiences. We have the benefit of complete oversight, the necessary relationships and are a team of critical thinking experts that are solely motivated in using the examples we’re presented with, to improve the way in which we interact with our customers and more broadly their experience with general insurance products.What you’ll doYou will manage the complete review and issue the final response to our customer’s verbal and written complaintsYou will seek out fair and reasonable decisions for difficult or complex situations by examining all sidesYou will be ethical and invested in your resolveYou will interact intuitively and identify quickly the next steps and put these in motionYou will be a personable and excellent communicator with the ability to adapt your interaction and articulate for the customerYou will evaluate & interpret policies and apply the necessary discretionsYou will be balanced in the needs of the business and the customer in order to effectively resolve complaintsYou will facilitate timely responses to all verbal and written customer complaints and complimentsYou will retain existing business through your ability to overcome objections, timely resolution of customer concerns and your innate ability to connect with and understand peopleYou will meet all regulatory or legislative requirements including General Insurance, ASIC RG271 and the Insurance Contract ActYou will accurately record and maintain customer information relevant to the resolution of complaintsYou will support managers and leaders by identifying trends and making informed recommendations to meet our combined objectivesWhat you’ll bringMinimum 12-18 months in a general insurance claim or product role across Motor and Property InsuranceAdvanced ability to coordinate and manage your own portfolio in line with customer expectation, regulatory and industry code timeframesPersonal attributes of self-awareness, empathy and resilience are crucialAdvanced knowledge of products, systems and processes, relevant compliance standards, legislative requirements and industry codesComprehensive knowledge of industry complaints, industry trends and process and proceduresComprehensive understanding of AFCA terms of referenceWorking knowledge of team standards and metrics, centre benchmarks and company standardsWhat we can offer youDiscounts and offers on a range of retail favourite stores as well as insurance productsA range of flexible working and leave options, including 20 weeks paid parental leave, 4 weeks paid secondary carer parental leave and unlimited paid emergency response leaveInvest in your brighter future with ongoing study support and career development programsGive back to our communities with payroll giving, donation matching and paid volunteer leavePrioritise your work/life balance with our robust employee assistance program and dedicated employee councilAt Suncorp we believe we are our best when our workforce is as diverse, talented, and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact georgia.slattery@suncorp.com.au for a confidential conversation.Advertised: 12 Mar 2025 AUS Eastern Daylight TimeApplications close: 21 Mar 2025 AUS Eastern Daylight Time
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