Dispute Resolution Specialist - IDR

• Full-time hours

• 12-month Fixed Term Contract

• Hybrid working

• Location: Parramatta & Newcastle

The opportunity

This is an exciting opportunity for a customer focused, insurance professional to join our highly supportive and dynamic team reporting into the Senior Manager, Internal Dispute Resolution.

This role will see you fulfilling a wide range of duties. You will be responsible for end-to-end management of complaints and dispute resolution for all General Insurance products. This will involve assessing, investigating and critically analysing policies, legislation and expert evidence.

You will be engaging with customers and internal external stakeholders as well as providing technical support and advice to claims and underwriting areas.

Primary responsibilities:

• Undertake timely and accurate response to all complaints and disputes, providing a fair and reasonable outcome for the customer

• Proactively identify systemic causes of customer dissatisfaction and contribute to the development of solutions

• Work collaboratively and with internal and external business stakeholders

• Provide SME (subject matter expert) support for internal stakeholder enquiries in relation to decisions, General Insurance Code of Practice and the Insurance Contracts Act

• Ensure the organisational obligations under the law and the General Insurance Code of Practice are adhered to when managing complaints and disputes

• Prepare recommendations on process, product and service improvements to minimize recurrence or mitigation of issues

About You

We are looking for a confident, resolution focused individual who has a passion for delivering outstanding customer service. The ideal candidate is someone that has a wealth of experience within a similar role and can apply their skills, knowledge and expertise to ensure positive outcomes.

• Experience within a customer focused disputes role or similar

• General insurance or legal background is advantageous.

• Must have a solid understanding of risk, compliance, and policy

• Passionate about providing a gold standard service to our customers and stakeholders and ability to show high levels of empathy

• Excellent problem solving and relationship building skills

• Ability to influence and negotiate with internal and external stakeholders

About QBE

We can never really predict what's around the corner, but at QBE we're asking the right questions to enable a more resilient future - helping those around us build strength and embrace change to their advantage.We're an international insurer that's 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. We're 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 26 countries, we're 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 - let's 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

• Life Leave, supporting the life events we all experience, leaving your annual leave for rest

• Free holistic wellbeing coaching, nutritional, confidential counselling, financial and legal advice

• 18 weeks' gender-equal flexible leave for all new parents, including paid super

• Voluntary super contributions and company matching

• Income protection insurance & reimbursed Death and Total Permanent Disability insurance premiums

• A range of discounts on insurance products, car hire, hotels, goods and services

Rewards & Recognition

We value our employees' experience with us and are proud to have been recognised for the following awards:

• 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program

• 2023 Most Inclusive Workplace at theAustralian HR Institute (AHRI) 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 in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

• Family Friendly Workplace accredited employer since 2021

APPLY NOW and let's 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 recognise 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:

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.