Claims Officer (Settlements)

QBE Insurance; Melbourne; Hybrid; AUD 65,000 - 95,000; Full time

Benefits offered by this job

Hybrid Working

Wellbeing coaching

Confidential counselling

Financial and legal advice

18 weeks gender-equal flexible leave

Awards & Recognition

Job summary

QBE Insurance in Melbourne is seeking a Settlements Specialist to manage collection activity, recover monies efficiently and commercially, and deliver customer-focused solutions.

You will develop recovery strategies, make commercial recommendations to support financial outcomes, maintain compliance, and work toward recovery rate KPIs. This permanent, full-time role offers hybrid working and a comprehensive benefits program.

Qualifications

• Experience in a call centre, corporate banking, collections or customer-focused environment.
• Strong customer service and communication skills.
• Confidence managing challenging or sensitive customer conversations.
• Sound judgement and a practical, solutions-focused approach.
• Ability to work towards performance targets and KPIs.
• Strong organisation and ability to manage competing priorities.

Responsibilities

• Manage collection activity to recover monies efficiently and commercially.
• Develop appropriate recovery strategies and make commercial recommendations to support financial outcomes.
• Deliver customer-focused solutions while representing the QBE professionally.
• Achieve assigned recovery rate KPIs while effectively managing collection costs and file activity.
• Maintain compliance with relevant policies, processes and procedures.
• Contribute to process improvements, business initiatives, projects, meetings and training.

Skills

Customer service

Communication

Performance targets

Organization

Job description

Location: Melbourne preferred, flexible on other QBE office locations in Australia

Type: Permanent, full-time hours

Start date: 11 January 2026

Deliver effective settlement outcomes through customer-focused, commercially considered collections.

The Opportunity

Looking for a role where you can build on your customer service, banking or call centre experience? Join our Settlements team and develop your skills in settlements, managing your own portfolio while helping customers reach practical and fair outcomes.

About QBE

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

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.

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.

Your new role

Manage collection activity to recover monies efficiently and commercially

Develop appropriate recovery strategies and make commercial recommendations to support financial outcomes

Deliver customer-focused solutions while representing the QBE professionally

Achieve assigned recovery rate KPIs while effectively managing collection costs and file activity

Maintain compliance with relevant policies, processes and procedures

Contribute to process improvements, business initiatives, projects, meetings and training

About you

Experience in a call centre, corporate banking, collections or customer-focused environment

Strong customer service and communication skills

Confidence managing challenging or sensitive customer conversations

Sound judgement and a practical, solutions-focused approach

Ability to work towards performance targets and KPIs

Strong organisation and ability to manage competing priorities

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

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

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

Awards & Recognition

We value our employee’s 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 the Australian HR Institute (AHRI) Awards

Ranked in the top ten in the AAGE Top Graduate Employers 2026 for small sized program as voted by graduates

QBE recognises 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 ***********@qbe.com.

Your career. At the heart of it.