Job Description

Location: Open to all QBE offices across Australia

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Type: Permanent, full time

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Hybrid role, Happy to talk flexible working

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The prospect

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

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This role will see you fulfilling a wide range of duties 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.

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About QBE

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At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch.

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We're an international insurer with more than 13,000 people working across 26 countries – which means we're big enough for your ambitions, yet small enough for you to make a real impact. It's an exciting time. We're building momentum towards our vision to become the most consistent and innovative risk partner.

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What if you could have a positive impact – at work and in the world? As part of the QBE team, you'll get to spend every day working with people who are passionate, talented and kind.

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Your new role

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

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- Undertake timely and accurate responses to all complaints and disputes, providing a fair and reasonable outcome for the customer
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- Proactively identify systemic causes of customer dissatisfaction and contribute to the development of solutions
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- Manage internal and external business stakeholder relationships
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- Provide SME (subject matter expert) support for internal stakeholder enquiries in relation to decisions, General Insurance Code of Practice and the Insurance Contracts Act
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- Ensure the organisational obligations under the law and the General Insurance Code of Practice are adhered to when managing complaints and disputes
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- Prepare recommendations on process, product and service improvements to minimize recurrence or mitigation of issues
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About you

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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. You will also have:

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- Strong, practical knowledge of general insurance
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- A solid understanding of risk, compliance and policy frameworks
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- A commitment to delivering gold‐standard service to customers and stakeholders
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- A solution‐focused mindset with excellent problem‐solving and relationship‐building skills
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- The ability to influence and negotiate effectively with both internal and external stakeholders
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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:

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- 'Hybrid Working' – a mix of working from home and in the office to enhance your work/life balance
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- Life Leave, supporting the life events we all experience, leaving your annual leave for rest
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- 18 weeks' gender‐equal flexible leave for all new parents, including paid super
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- A range of discounts on insurance products, car hire, hotels, goods and services
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Rewards & Recognition

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

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- 2025 Winner of Excellence in Diversity, Equity & Inclusion Award at the Insurance Business Australia Awards for our Respect@QBE program
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- Platinum employer on the Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion
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- Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates
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Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

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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.

📌 Dispute Resolution Specialist (Internal) (Victoria)
🏢 Qbe Insurance
📍 Victoria