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Resolution Specialist

  • Develop and deploy effective resolution strategies for CTP claims
  • Coach and mentor claims advisors
  • Brisbane location.

The Role

You will actively identify resolution opportunities as well as develop and deploy effective resolution strategies for CTP claims in line with customer vision, business outcomes and legislative requirements.

The role will work in partnership with the claims team to develop, co-ordinate and deliver performance coaching, driving continuous improvement in timing and outcomes of resolving claims and supporting the achievement of business goals whilst creating value for our customers.

You will be required to maintain a constant customer focus by working with customers, team members and third parties to find solutions consistent with their needs and the business objectives as well as resolve complaints in a timely manner.

Key Responsibilities

  • Negotiation of claims to resolution through articulating submissions and utilisation of persuasive negotiation techniques on both straight forward and technically complex claims
  • Actively identifying resolution opportunities in partnership with the claims advisors, technical advisors and team leaders
  • Driving resolution of claims to a timely and cost-effective outcome
  • Developing and deploying effective claims resolution strategies
  • Drive consistent application of processes and procedures in line with customer vision and legislation
  • Ongoing coaching to upskill claims handlers in negotiation and resolution techniques to lift expertise and claims management excellence
  • Challenge and develop business processes to drive an improved customer experience, cost efficiency and financial performance.

Skills and Experience

  • Degree in law, business, commerce or related field is desired
  • Proven experience managing CTP claims
  • Can demonstrate good negotiation and resolution skills
  • Demonstrated ability in creating valued customers.


  • Flexible working arrangements
  • Up to 25% off insurance, banking, superannuation
  • Employer of choice for gender equality
  • Study support, employee referral program ($600), years of service recognition
  • Discounted home loan and personal loan rates.

About the Company

Our marketplace of products, services and experiences is designed to make it easier for our customers to meet their financial needs. It brings together our strong portfolio of banking and wealth, and insurance solutions from across our many brands including Suncorp, AAMI, GIO, Apia and Shannons, as well as those from our partners.


At Suncorp we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected.  We are passionate about inspiring our people by creating an inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers.

For additional information about the company click on link below.

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$80,000 - $110,000
Work Type:
Full Time
Date Posted:
Closing Date:
Company Website