Dispute Resolution Specialist

Dispute Resolution Specialist - CTP

Sydney, Canberra, Newcastle or Brisbane

• Make independent review decisions to help achieve fair outcomes
• Join a respected team with opportunities to grow and develop
• Practically apply your claims, legal, medical and dispute resolution experience

About the Role

As a Dispute Resolution Specialist, you'll be part of a highly regarded Personal Injury Dispute Resolution team that delivers independent, fair and well-reasoned reviews of claims decisions. This role is ideal for experienced claims, legal, health, customer service and/or dispute resolution professionals, or customer service specialists looking to build a career in dispute resolution.

You'll work closely with customers, claims teams and internal team members to review decisions, provide independent, fair, accurate and timely outcomes and help improve customer experiences.

What You'll Do

• Review customer concerns and claims decisions to ensure fair and compliant outcomes.
• Prepare clear, accurate and well-structured written review findings and responses.
• Communicate with customers and stakeholders verbally and in writing to understand issues and build positive outcomes.
• Maintain accurate records and manage information in line with privacy requirements.
• Collaborate with claims, advocacy and dispute resolution colleagues to resolve and determine complex matters.
• Identify opportunities to improve customer experiences, communication and decision-making processes.

What You'll Bring

• Strong written communication skills with the ability to produce clear and well-reasoned outcomes and reasons for decisions.
• Excellent verbal communication skills, including active listening, empathy and stakeholder engagement.
• Two+ years’ experience in dispute resolution, complaints handling, claims management or customer service, with experience in CTP Claims desirable.
• High levels of attention to detail and the ability to assess information objectively and accurately.
• Ability to help support a strong team culture of continuous self-improvement, both within the team environment and the broader personal injury schemes we work within.
• Qualifications in Law, Business, Health, dispute resolution, mediation or a related discipline are advantageous.

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.

• Opportunity to receive performance-based Incentives and Suncorp shares for eligible employees
• Hybrid working, flexible leave, 20 weeks paid parental leave, and up to 5 days paid flexible 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 900+ retailers, Fitness Passport, 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 melissa.turkington@suncorp.com.au for a confidential conversation. To apply for this opportunity, please submit your application directly via the link provided.