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 is permanent role, suited to 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 elevate 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
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. Shine has been recognised for excellence in employee experience, making it easier than ever to access what matters most to you.
Performance-based bonuses and Suncorp shares for eligible employees
Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid adaptable 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
Diversity is celebrated through employee resource groups and inclusive policies for all families
Explore our full 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.
If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact ****** for a confidential conversation.
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📌 External Dispute Resolution Specialist (New South Wales)
🏢 Suncorp
📍 New South Wales