Brisbane City, Queensland, Australia
A general insurance professional with over a decade experience leading dispute resolution operations and planning strategic direction, in the financial sector.
I lead an amazing team of talented dispute resolution specialists in Suncorp’s Group Customer Advocate office. Our primary remit is to manage the Suncorp Group’s relationship with external dispute resolution schemes, such as the Australian Financial Complaints Authority, and to find the right outcome for both the Suncorp Group and our customers. We achieve this by harnessing our effective dispute resolution skills to identify and implement fair, balanced and ethical outcomes to unresolved complaints.
As an Advisor my primary responsibility was to up-skill Senior Dispute Resolution Officer's in effectively managing complaints referred to an external dispute resolution scheme (e.g. FOS, OAIC, ADCQ or AHRC). I did this through informal and formal training which I designed. Focus areas spread across technical proficiency (knowledge and application of general insurance contracts and industry codes/legislation/regulatory guides underpinning or governing such contracts) and soft skills (plain English approach, empathetic consideration and expectation-setting).