This is a External Dispute Resolution Specialist role with Suncorp Group based in Sydney, NSW, AU Suncorp Group Role Seniority - mid level More about the External Dispute Resolution Specialist role at Suncorp Group 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. 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 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 Performance‑based bonuses and Suncorp shares for eligible employees Diversity 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. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Suncorp Group team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing a dynamic portfolio of insurance complaints Preparing detailed submissions Collaborating with stakeholders Key Strengths ️ General insurance knowledge Communication skills Analytical thinking Resilience ❤️ Empathy Collaboration A Final Note: This is a role with Suncorp Group not with Hatch.
