Senior External Dispute Resolution Specialist

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

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.