External Dispute Resolution Specialist

Protect, trust, and shape better outcomes. Make a genuine impact where customer fairness, legal and industry insight and commercial acumen come together. We are seeking a seasoned External Dispute Resolution Specialist with strong general insurance knowledge to manage complex complaints with fairness, empathy and professionalism. This role suits someone who thrives in complexity, balancing technical precision with customer understanding, and resolving matters in line with policy, regulatory expectations and organisational values. This is more than just a dispute resolution role. You are the bridge between the customer and our business. If you can cut through complexity, advocate with integrity and stay grounded in fairness, you belong here. We currently have a permanent and max term contract available. What You’ll Do Manage a dynamic portfolio of insurance complaints referred to the Australian Financial Complaints Authority (AFCA) or other external schemesPrepare detailed, high-quality written submissions, advocate for fair outcomes, and resolve matters in a timely, empathetic and commercially sound mannerCollaborate with customers, their legal representatives and AFCA case workersNavigate complex legal and policy matters, interpret cover and liability issues, and influence resolution outcomesIdentify and escalate systemic trends or improvement opportunities across processes, products or policiesRepresent Suncorp professionally at AFCA forums and similar external industry eventsKeep accurate, timely records within complaint systems and reporting tools What You’ll Bring Deep expertise in general insurance products, particularly claims and coverWorking knowledge of the General Insurance Code of Practice, AFCA processes, and relevant ASIC and CGC guidelinesStrong written and verbal communication skills - clear, concise, and able to influenceAbility to manage emotionally charged conversations with empathy, clarity and professionalismResilience and objectivity - able to adapt to feedback and work in high-pressure settingsAnalytical thinker - able to identify root causes and recommend systemic improvementsFair and decisive - confident in owning a decision, while remaining open to collaboration and new perspectives Cultural fit Listen deeply and empower othersEmbrace challenge and change with humility, curiosity, and courageThrive in a collaborative team environment and stay grounded in purpose What You’ll Enjoy Access our award‑winning Shine platform, your central hub for exclusive perks, wellbeing support, career development, and recognition Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid flexible leave annuallyPaid study support, career breaks, on‑the‑job learning, and a $1,000 referral bonus for eligible employeesFree wellbeing coaching, a dedicated Employee Council, and confidential EAP accessDiscounts at 400+ retailers, insurance savings, gym memberships, and reduced super feesPaid volunteer leave, donation matching, and unlimited emergency response leavePerformance‑based bonuses and Suncorp shares for eligible employeesDiversity is celebrated through employee resource groups and inclusive policies for all families Explore our full benefits: www.suncorpgroup.com.au/careers/benefits At Suncorp, we believe we are our best when our workforce reflects the diversity of the communities we serve. We provide reasonable adjustments in recruitment and the workplace; please let us know what you need.