Internal Dispute Resolution Specialist Job No: 679034 Sydney - Inner Suburbs & CBD, Brisbane - Inner Suburbs & CBD, Melbourne - Inner Suburbs & CBD, Various Max Term Part Time, Permanent Full Time Insurance, Legal Pay Band 4 Hybrid working with flexible leave and wellbeing support Use your complaints expertise to deliver fair customer outcomes Career development within a purpose-led insurance group Support customers at critical moments by resolving complaints fairly and transparently, while building a meaningful career in dispute resolution. About the Role As an Internal Dispute Resolution Specialist, you will manage and resolve customer complaints across general insurance products. You will balance customer advocacy with regulatory obligations, delivering clear, fair outcomes aligned to the General Insurance Code of Practice and ASIC RG271. You will contribute insights that improve customer experience, processes, and decision-making across the business. We currently have several permanent and max term contracts available, due to team growth. What You’ll Do Investigate and resolve verbal and written customer complaints, ensuring outcomes are fair, consistent, and compliant with regulatory requirements Communicate complaint decisions clearly through written responses and verbal conversations that explain reasoning and next steps Accurately record and manage complaints in the complaint management system, maintaining strong attention to detail Review business decisions, policies, and claims outcomes to assess fairness and identify improvement opportunities Partner with internal teams including Claims, Legal, Fraud, and Customer Advocate teams to support effective resolution Share insights and recommendations that support product, system, and process improvements What You’ll Bring Demonstrated experience handling customer complaints within insurance, with the ability to assess complex issues and apply discretion appropriately Strong understanding of general insurance products, claims processes, and complaint resolution frameworks, including AFCA Rules Ability to communicate clearly and empathetically, adapting your approach to support customers during sensitive situations Proven ability to manage competing priorities, meet timeframes, and maintain quality standards in a structured environment Analytical skills to evaluate information, make balanced decisions, and document outcomes accurately Comfort working independently while contributing positively within a close-knit, professional team 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. 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 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. Advertised: 19 Mar 2026 AUS Eastern Daylight Time Applications close: Whatsapp Facebook LinkedIn Email App Don't see a job for you? Don't see your dream job posted? No problem, sign up for job alerts and we'll let you know once something becomes available. Sign Up Today
