Dispute Resolution Specialist (External)

QBE Insurance Group; Parramatta; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid Working

Wellbeing support

Gender-equal flexible leave

Job summary

QBE Insurance Group is seeking a senior insurance professional to join the External Dispute Resolution team in a hybrid role. You will manage end-to-end General Insurance complaints and external disputes, coordinating with AFCA and internal teams to ensure fair, compliant outcomes.

You will assess policies, evidence and legislation, engage directly with customers, and provide technical guidance to claims, underwriting and broader business units.

Qualifications

• Extensive experience in a technical role within Claims, Legal, Product or Underwriting.
• Strong insurance or legal background with risk, compliance and policy interpretation.
• Working knowledge of AFCA requirements, including complaint handling, conciliations and determinations.

Responsibilities

• Conduct detailed investigations of policies, legislation, evidence and expert reports.
• Engage with customers, claims teams and underwriters to manage complaints.
• Identify systemic drivers of dissatisfaction and contribute to improvements in processes or products.
• Ensure complaints and disputes comply with standards, legal obligations and regulatory requirements.
• Manage complaint resolution requirements and outcomes across stakeholders.

Skills

Insurance background

External disputes experience

Stakeholder engagement

Policy interpretation

Job description

Hybrid role, Happy to talk flexible working

The opportunity

This is an exciting opportunity for an experienced senior insurance professional to join QBE’s highly supportive and dynamic External Dispute Resolution team, reporting to the Senior Manager, External Dispute Resolution.

In this role, you’ll be responsible for the end‑to‑end management of General Insurance complaints and external disputes, ensuring fair, reasonable and compliant outcomes for our customers. You’ll work closely with the Australian Financial Complaints Authority (AFCA), meeting regulatory expectations and timeframes while delivering high‑quality, resolution‑focused outcomes. You will assess, investigate and critically analyse policies, legislation and expert evidence, engage directly with customers, and provide technical advice to internal stakeholders across claims, underwriting and broader business functions.

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

In this role, you will:

This role will see you exercising a wide range of skills as part of QBE’s dispute resolution process with our customers at the forefront of our mind. You will be joining a collaborative team where you will manage a portfolio of complaints in accordance with QBE’s complaints management process.

• Conduct detailed investigations, including analysis of policies, legislation, evidence and expert reports
• Engage collaboratively with internal and external stakeholders, including customers, claims teams and underwriters
• Identify systemic drivers of customer dissatisfaction and contribute to recommendations for process, product and service improvements
• Ensure all complaints and disputes are handled in line with organisational standards, legal obligations and regulatory requirements
• You will be engaging with internal and external stakeholders to manage complaint resolution requirements and outcomes – encompassing organisational, code of practice, legislative and scheme requirements

About you

• Extensive experience in a similar technical role within Claims, Legal, Product or Underwriting
• A strong insurance or legal background, with a solid understanding of risk, compliance and policy interpretation
• Working knowledge of AFCA requirements, including complaint handling approaches, conciliations, fees and determinations (for external disputes)
• Demonstrated experience managing external dispute resolution or complex complaints end‑to‑end
• Strong written and verbal communication skills, with the ability to negotiate, influence and build trusted stakeholder relationships
• Excellent time management and resolution focused, with the ability to work effectively while maintaining empathy and a customer‑first mindset

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

• 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 2025 for medium 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.