Dispute Resolution Specialist (Internal)

QBE Insurance Group; Parramatta; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid Working

Life Leave

18 weeks gender‑equal flexible leave

Insurance product discounts

Job summary

QBE Insurance in Australia invites an experienced professional to join our Internal Dispute Resolution team. This permanent, full‑time, hybrid role focuses on end‑to‑end management of complaints for General Insurance products, including assessing, investigating and applying policy, legislation and evidence.

You will engage with customers and internal and external stakeholders, provide SME support to claims and underwriting, identify systemic issues and contribute to service improvements while

Qualifications

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

Responsibilities

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

Skills

General insurance knowledge

Risk and compliance understanding

Customer service excellence

Stakeholder management

Job description

Location: Open to all QBE offices across Australia

Type: Permanent, full time

Hybrid role, Happy to talk flexible working

The opportunity

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.

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.

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

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:

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

About you

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:

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

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
• Life Leave, supporting the life events we all experience, leaving your annual leave for rest
• 18 weeks’ gender‑equal flexible leave for all new parents, including paid super
• A range of discounts on insurance products, car hire, hotels, goods and services

Rewards & 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
• Platinum employer on the Australian Workplace Equality Index (AWEI) – the definitive national benchmark on LGBTQI+ workplace inclusion
• Ranked in the top ten in the AAGE Top Graduate Employers 2025 for medium sized program as voted by graduates

Successful applicants will need to complete work rights, police and credit checks through our online provider as a condition of employment.

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.