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Senior Dispute Resolution Officer

SUNCORP GROUP - Brisbane Grove, NSW

Any Industry
Source: uWorkin


 SDRO Position Description March 2021.pdf

Senior Dispute Resolutions Officer – Insurance

  • 6-month Opportunity - Brisbane or Melbourne

Are you looking for your next opportunity?

  • Does the idea of working in a passionate team where everyone celebrates success together, appeal to you?
  • Do you need flexibility such as the ability to work from home a few days a week?
  • Are you looking for a 6-month secondment role in a growing industry?

About the Role

We are looking for passionate dispute resolution experts to become part of Suncorp’s External Customer Relations team. As a Senior Dispute Resolution Officer, you will manage complaints lodged through external dispute resolution schemes (EDR schemes). You will work with our customers and business stakeholders as well as the EDR scheme to ensure the best outcome is achieved. You will also use your legal or industry knowledge, dispute resolution techniques and ultimately your professional communication skills to achieve these great results. 

Key Responsibilities

  • Accountable for the quality, appropriateness and timeliness of all submissions and dispute related correspondence to EDR schemes and regulatory bodies, including the Australian Financial Complaints Authority (AFCA), Office of the Australian Information Commission (OAIC), Australian Human Rights Commission (AHRC)
  • Maintain positive relationship with all EDR schemes and the relevant case workers within the EDR schemes. The role requires participation in EDR scheme external forums (e.g. AFCA Industry Open Forums)
  • Manage all complaint related communication with customers or their representative (such as lawyers/accountants) who have proceeded to EDR schemes, including expectation management, drafting of formal offers and settlement agreements, and the provision of detailed information and analysis
  • Utilise industry knowledge, delegations, understanding of legal principles, internal policy and procedure interpretation, knowledge of EDR scheme approaches and internal focus areas to analyse and determine the appropriate course of action on disputes received via the EDR scheme
  • Accurate recording of all complaint related information on the Group’s complaint database and correspond and communicate with customers who have lodged complaints with an EDR scheme
  • Convey and explain complex material and reasoning both orally and in written form, in plain English, to a wide variety of audiences
  • Deliver exceptional customer service through the delivery of high-quality solutions to the customer and business whilst displaying empathy balanced with commercial acumen
  • Identification of possible systemic issues, or opportunities to improve systems, processes or products and the ability to successfully recommend and implement relevant improvements

Skills & Experience

  • Excellent communication skills, both verbally and written
  • Solid industry experience within banking, finance, insurance or superannuation
  • Proficiency and ability to quickly learn new IT systems and tools
  • The ability to manage conflicting priorities in a timely, efficient risk-aware manner
  • A desire and ability to balance customer-centricity with commercial acumen
  • Tertiary qualifications in legal, finance or similar will be highly regarded


  • Discounts of up to 25% on our various Insurance, Banking & Superannuation products
  • Flexible working environment and arrangements; genuine focus on work-life balance
  • Numerous discounts with our corporate partners (retail & shopping / travel & holiday / health & wellbeing)
  • We offer support and various programs for our people: (Employee Assistance Program (EAP), Health & Wellbeing, Study Support, Employee Referral Program ($600), Facilities for nursing mothers, Company share options, Social club, Years of Service Recognition)

About Us

Suncorp is a leading financial services provider in Australia and New Zealand, enabling more than nine million customers to better protect and enhance their financial wellbeing. With a heritage dating back to 1902, we have grown to become a top-50 ASX-listed company with over 13,000 people. We offer banking, wealth management and insurance products and services through our well-recognised brands including Suncorp, AAMI, GIO, Apia, Shannons and Vero, as well as those from our partners.

For additional information about the company and careers click on link below. http://www.suncorpgroupcareers.com.au/

If this sounds like you, apply online today.

Apply now

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Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Standard Time