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 is permanent role, suited to 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.

What you’ll do

• Manage a dynamic portfolio of insurance complaints referred to the Australian Financial Complaints Authority (AFCA) or other external schemes
• Prepare detailed, high-quality written submissions, advocate for fair outcomes, and resolve matters in a timely, empathetic and commercially sound manner
• Collaborate with customers, their legal representatives and AFCA case workers
• Navigate complex legal and policy matters, interpret cover and liability issues, and influence resolution outcomes
• Identify and escalate systemic trends or improvement opportunities across processes, products or policies
• Represent Suncorp professionally at AFCA forums and similar external industry events
• Keep accurate, timely records within complaint systems and reporting tools

What you’ll bring

• Deep expertise in general insurance products, particularly claims and cover
• Working knowledge of the General Insurance Code of Practice, AFCA processes, and relevant ASIC and CGC guidelines
• Strong written and verbal communication skills - clear, concise, and able to influence
• Ability to manage emotionally charged conversations with empathy, clarity and professionalism
• Resilience and objectivity - able to adapt to feedback and work in high-pressure settings
• Analytical thinker - able to identify root causes and recommend systemic improvements
• Fair and decisive - confident in owning a decision, while remaining open to collaboration and new perspectives

Cultural fit

• Listen deeply and empower others
• Embrace challenge and change with humility, curiosity, and courage
• Thrive 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. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.

• Performance-based bonuses and Suncorp shares for eligible employees
• Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid flexible leave annually
• Paid study support, career breaks, on-the-job learning, and a $1,000 referral bonus for eligible employees
• Free wellbeing coaching, a dedicated Employee Council, and confidential EAP access
• Discounts at 400+ retailers, insurance savings, gym memberships, and reduced super fees
• Paid volunteer leave, donation matching, and unlimited emergency response leave
• Diversity is celebrated through employee resource groups and inclusive policies for all families

Explore our full benefits

At 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 [email protected] for a confidential conversation. To apply for this opportunity, please submit your application directly via the link provided.

Know someone who'd be a great fit for this role? Refer them!

Great people know great people. If you have someone in mind who would be a fit for this opportunity, we'd love to hear about them.

To submit your referral, please review this knowledge article and follow the steps carefully to ensure your referral is submitted successfully.