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Primary Details Time Type: Full time Worker Type: Employee Please see more information about QBE careers here Careers Permanent role (Hybrid Working & Flexible Work Arrangements): Enjoy the freedom to balance in-office collaboration with the convenience of remote work. Great Team Culture: Be part of a collaborative, supportive, and growth-oriented team where your input is valued. Work-Life Balance: We believe in fostering an environment that supports both your professional growth and personal well-being. Location: Melbourne VIC or Brisbane QLD or Adelaide SA or Newcastle/Parramatta NSW. The Opportunity This is an exciting opportunity for an experienced senior insurance professional to join our highly supportive and dynamic Customer Relations and Advocacy team reporting into the Senior Manager, External Dispute Resolution. This role will see you exercising a wide range of skills as part of QBEs dispute resolution process with our customers at the forefront of our mind. You will be joining a collaborative team where you will manage a portfolio of complaints in accordance with QBEs complaints management processes. Your attention to detail and commitment to improving the customer experience will also see you playing a part in identifying root causes of complaints and opportunities for improvement that would lead to better customer outcomes. A key element of the role will involve assessing, investigating and critically analysing policies, legislation and expert evidence along with adopting a proactive, solution-focused mindset to resolving customer issues. You are the final decision maker and will manage a portfolio of external dispute resolution complaints. You will be engaging with internal and external stakeholders to manage complaint resolution requirements and outcomes encompassing organisational, code of practice, legislative and scheme requirements. About you We are looking for someone that has extensive experience within the same or a similar (Claims, Legal, Product or Underwriting) technical role and can bring with them their knowledge and passion for customer relations, advocacy and dispute resolution. Possessing the following will help ensure success in the role: Strong Insurance or legal background; Must have a solid understanding of risk, compliance and policy. General Understanding of AFCAs expectations, approach to complaint handling, fees and determinations (if handling external complaints). Previous external dispute resolution experience. Ability to problem solve and build strong relationships with customers and stakeholders. Strong written and verbal communication skills, including great negotiation skills. Excellent time management skills, ability to work under pressure and with pace when required. Passionate about providing a gold standard service to our customers and stakeholders and ability to show high levels of empathy. About QBE We can never really predict whats around the corner, but at QBE were asking the right questions to enable a more resilient future helping those around us build strength and embrace change to their advantage. Were an international insurer thats building momentum towards realising our vision of becoming the most consistent and innovative risk partner. And our people will be at the centre of our success. Were proud to work together, and encourage each other to enable resilience for our customers, our environment, our economies and our communities. With more than 13,000 people working across 27 countries, were big enough to make a real impact, but small enough to provide a friendly workplace, where people are down-to-earth, passionate and kind. We believe this is our moment what if it was yours too? Your career at QBE lets make it happen! Benefits We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to and benefit from: Hybrid Working a mix of working from home and in the office to enhance your work/life balance. Our Thriving at our Best wellbeing program, including free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice. 18 weeks gender-equal flexible leave for all new parents, including paid super. The ability to maximise retirement savings through voluntary super contributions and company matching. Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums. Additional leave and support through QBEs Family Domestic Violence First Responder Network. Discounts on insurance products, car hire, hotels, goods and services including benefits through our various sports and arts sponsorship partners. Rewards & Recognition We value our employees experience with us and are proud to have been recognised for the following awards: 2021 LinkedIn Top Employer & HRD Employer of Choice. 2020 Best Workplace Diversity & Inclusion and Excellence Award for Best Health & Wellbeing at the Australian HR Awards. Platinum employer on the Australian Workplace Equality Index (AWEI) the definitive national benchmark on LGBTQI+ workplace inclusion. Ranked 3rd place in the AAGE Top Graduate Employers 2023 for medium sized program as voted by graduates. Top 20 Workplaces for Dads in 2019 and 2020 (HBF Direct Advice for Dads). Family First accredited employer since 2021. APPLY NOW and lets make it happen! Click APPLY to submit your application. Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment. QBE recognises the value of diverse perspectives and experience. We are committed to an inclusive workplace where everyone feels valued and respected for who they are. If we can provide support with access requirements, alternative work arrangements or you would like to connect with one of our networks please contact us at recruitment@qbe.com Skills: Analytical Thinking, Complaint Management, Conflict Resolution, Critical Thinking, Customer Value Management, Financial Risk Management (FRM), Insurance Underwriting, Intentional collaboration, Managing performance, Portfolio Management, Risk Management, Stakeholder Management, Strategic Management, Time Management, Working Independently. Application Close Date: 16/04/2025 11:59 PM How to Apply: To submit your application, click "Apply" and follow the step by step process. Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates. #J-18808-Ljbffr