claims manager

customer service representative

software engineer

claims specialist

business analyst

Suncorp Group

I was brought in at a salary far below market, and assured I could renegotiate after six months. 18 months later, I was still on the same salary. When I pointed out to management that my salary was well below that of other people in similar roles at Suncorp, I was told that they couldn't bring other people's salaries down, and were trying to cut costs, so if I didn't like being paid far less than other people I could just get stuffed. Partly this was because of regulatory changes that came in after I joined which made my role less necessary in the eyes of management (which they were aware of when I joined, of course). However, when I asked if they could assist me in moving into a different role, since I had performed phenomenally in this one, they just blew me off. The manager who originally hired me (and who subsequently quit as well) was so disgusted at how they had treated me he used my personal contact information to contact me and tell me to look out for myself and start looking for another job. Management at Suncorp display zero loyalty to their staff and have zero interest in investing in them or developing their careers. When I finally got a job at another bank, my pay went up by over 40% instantly. I didn't even need to negotiate - that's what they offered me right out of the gate.

Suncorp has a culture of manipulating models to give the numbers that management find most politically convenient. Most of my time was spent running and rerunning the models with different inputs and parameters until management got a number that they liked. If the number was too high, we'd go back and fiddle with the model inputs to get the number down. At one point, I showed them that a model they were using was completely methodologically incorrect, to the point that the numbers it produced were meaningless. They eventually acknowledged this, but elected to keep using it because it had been officially "validated", and if they changed it now they would have to go through the validation process again which is a nuisance. They would also probably have to explain to their superiors why they had been feeding them incorrect numbers for so long. At my performance review I was chastised for being "too focused on academic accuracy". 

It's almost impossible to get anything done at Suncorp, because management don't work with their staff, rather they fight with them and actively undermine them. For example, at one point I produced a new model for the bank that met every standard of quality. I was able to complete all the work in just one morning. One manager didn't like it (I suspect he had an agenda), and spent the next three months trying to do something himself. Everything he did was methodologically incorrect, and I had to fight with him endlessly before he finally gave in and deferred to my model (as noted, Suncorp management don't really care whether their models are correct or not). At my performance review, there was no acknowledgement that I had been right all along, and that if they had only listened to me they would have saved three months of the bank's time and money. 

On another occasion, I found an error in a model that was causing our allocation of risk capital to be completely disproportionate. The two managers who presided over the decision whether to fix the error or not declined to allow the change. One of them believed that if an error in a model causes a number to be twice as large as it should be, that's good because it just means the model is being "conservative" (again - not sure whether he had an underlying agenda or is really that daft). Before I quit, I discussed my experiences with some other staff. They told me that they also spent most of their time fighting with management to get anything done. One person told me it was the worst place they had ever worked. 

At my performance review I was attacked for having "poor communication". Now, I worked for many years in a teaching and public speaking role, and one thing I was always praised for was my unusually good communication and oratory skills. In fact, after I gave a presentation to a room full of people at Suncorp, another member of staff approached me and commented on how well I spoke. This makes me think Suncorp management have a culture of inventing phony criticisms about staff when they don't want to pay them fairly or are trying to force them out for their own political reasons. In fact, when I was applying for my next job I was praised for my good communication skills in the interview. Suncorp have a review system where for each attribute you are either failing to meet, meeting, or exceeding expectations. However, it was very obvious that people's direct managers were strongly discouraged from giving anyone exceeding because management didn't want to have to give anyone a raise. The whole process is entirely dishonest.

I would strongly recommend considering other options over Suncorp. If you have no other options, just leave your brain and your integrity at the door. And don't show them any loyalty, because they certainly don't show their staff any.

Mornings are all about motivation and training staff, our branch staff are critical players of our brand, and also the main drivers to generate business opportunities. Keeping them informed in terms of our home loan, Lending, and Banking products and campaign aids their knowledge and confidence in upselling to customers. 5 Past 9 meeting I do with the sales team helps me generate lending appointments and provide better customer experience. I have in place a strong referral system. Every customer I interview I make the most of every opportunities, even if I don't end up with home loan or Business Loan sale, I cross sell back every opportunity from accounts to credit cards to insurances. Sending out weekly success stories to the team and number of appointment sourced by the individual staff builds healthy competition and motivation I've leant that  success is contributed by the whole team not individually, sharing the achievement collectively is far greater than individual reward. The accomplishment feeling is far more content. Growing and maintaining my portfolio is my main performance goal, the fact is to be a high performer I need 6 weeks disbursement in my pipeline, meaning with my budget I need $3M ready to settle. This is achieved by 10 appointments a week, with expected lodgements/ applications 4. I enjoy high volume busy schedules my work performance and become more sharper and optimal under stressful conditions. My mind goes to full focus mode there's no time for nonsense. 
Keeping my managers early informed regarding my pipeline and appointments during the week is critical to my success, building a trusting relationship is not easy task and one which requires time and persistent along with strong working ethics. Sharing work ideas and lending scenarios with the lending team aids to build confidence in my credit ability and my position work, once your peers understand your knowledge and your achievements they get inspired by you. I love assisting peers with problem solving or running lending scenarios to determine if this is a do-able deal or not, sharing knowledge and my weekly lodgement figures makes me feel accomplished and proud of my ability. I have high expectations for myself, cant settle for less, I'm a highly efficient adapt to forever changing environments, I never say no and will always give it a shoot, "failure is the ingredient to succeed" as they say. If there is a better and more efficient way to complete of a task ill think of it and do it. The most enjoyment from work was the people who I worked with, WE the people that all inspired each other along the way to help each other grow and learn and become greater and better. Moving together to achieve a common goal. Having the team to believe in me and have 100% support and confidence in my working abilities.

Started of great but found that it's very clicky and if you're a little different,  you're outcasted! I suffer from a depression, stress, anxiety, disorder and was made to feel less than welcome by particular coworkers. There was one person in particular who pretended to care but then would twist and contort what was said and report to management. I would go into the office and be treated differently than my peer. It was noticed by other staff from other teams. I would get pulled up on asking my co worker questions instead of utilising the tech line. Every person in the office reached out to co workers instead of using the tech line and they did not get pulled up. If i asked one person a question or they helped me off their own back, I was reported and spoken to.
I definitely was not accepted or valued. Even though I enjoyed the work, the way I felt and was made to feel was affecting my performance and my work began to suffer as I could not get out of own head and kept making silly mistakes.
The customers I dealt with were lovely and I enjoyed most interactions with them. The office itself is beautiful. But the overall "cool kid" mentality was a killer and I felt I had no other choice but to leave abruptly for my mental health.  Note: My disorder was intact untill sneaky undermining behaviour of others and ongoing singling out took place. I did not invite any of this. I did not openly reach out to my team unless they asked for feelings. Then when I expressed any insecurity,  it was twisted and taken out of context, then reported to management.  Then I was unable to defend myself due to the shock of what was happening!
I believe I would of gone far had I been treated fairly and been made to feel I had the right to be part of the team.

This WAS a great company when I started. The only thing good now are the flexibility and some immediate team leaders. 

Senior Leadership Team has a lot of introspection to do. They make people go through restructures every year and make roles redundant left, right and centre like it's nobody's business. Restructures usually see favourite people retain their roles or find new roles at the top. Every restructure in the People Experience team (HR/learning) has been driven by nepotism and favouritism.

The Learning team especially, under a new imported Executive Manager about 8-9 months old, is in absolute ruins. This 'leader' literally has a list of those they don't like (those who don't extend favours to them) and completely ignores these people. Obviously, this is the primary reason for my writing here and maybe there are teams with better leaders out there.

The current restructure of the learning team has no method to it. Like every time, they are running a consultation period with employees but have already decided to stick to the decisions they have made. They are pretending to listen but in essence are only doing due diligence on paper. They just finished a round of engagement surveys and are positioning this restructure as a response to that to increase engagement, and this just does not make any sense.

Suncorp is not the place it used to be. It's become extremely cliquey, extremely caustic, and extremely unsafe with senior leadership that will only lead the organisation further to its downfall. Stay away or look for a new job if you are already part of this organisation.

There were a number of big changes at this company over the past four years. As well as company / structure changes the CTP green slip industry underwent tremendous changes in both technology and procedures. Building a business relationship with external stakeholders was an enjoyable part of my role. We often worked together to get the best outcome for our mutual customers. The hardest part of the job was trying to educate the customers on the correct place to obtain green slips as unfortunately people who offered to help them did not always do the right thing. I mostly enjoyed providing excellent customer service to our customers, external providers and also to our internal customers - the call centre staff. I would always take ownership on issues, come up with a resolution and contact the customer with the outcome. If it was not in their favour I would always try to explain so they understood why the decision was made. I always prided myself on calling a customer back if I promised to and if there was any delay in responding to them I would contact them to advise where we were up to so that they felt their issue was not being ignored. As with all industries you get those customers who are not satisfied with the outcome of your decision but I would try my best to explain it to them. My aim at all times was to resolve issue at hand by myself and rarely had to refer the issue to a leader.

A typical day at work is managing a team of 13 staff. Starting our day with motivational sales meetings to set goals and focus for the day. Coaching and developing staff to be successful daily and ensuring we are delighting customers with every interaction. Managing costs to budget also through sales and expenses. Networking and marketing to build and grow the business.
I've learnt how to lead and grow a team of many different personalities to be successful. My coaching and development of staff is the most enjoyable part of my job. Connecting and working with them on all levels is very rewarding.
The hardest part of the job is when we are understaffed through illness and annual leave which can make it very difficult at times to be pleasing all customers as well as staff complaining about the situation. Working with a positive focus to encourage them to remain positive can be challenging at times when they have such a negative outlook. We still keep our focus on supporting each other as a team.
I have amazing supportive co-workers who are great. We share best practices and work together to help each other in our business.

- They have regular training sessions and are not too hard on you when you make a mistake when you have just started.
- They give multiple opportunities to try something different like opening different accounts, and solving different problems. 
- They are a definition of a TEAM, when a newbie needs help someone who knows and is free at the time will come and assist. 
- Upper management will come to this branch every couple of months and you will have the opportunity to talk to them about moving higher up in the ladder in whatever division of the bank you want, so to say the least they are supportive in your career progression within the company. 
- They have daily meetings before the branch opens so everyone knows what's happening and what needs changing. But the communication can be contradictory when talking to different people, so that was a bit difficult for me. 
- They will announce regularly when someone has done a big achievement, which someone that doesn't like attention drawn to themselves was difficult but I appreciated that they saw our efforts.
- BIG PLUS: they have an in house barista that makes your daily coffee or hot chocolate for free to us employees and customers 

All in all, it was a great work environment, both the people you work with and the conditions you are given.

Call Centre job essentially under the disguise of Client Manager title.
Training was shocking and too fast for all to be fully understood.
Micro managed to the extreme.
Every move is watched.
Encouraged to call for help to a dedicated area, however each call is recorded against you and essentially a mark down.
Spot checks are a open slammer for intense criticism.
Belittled and made to feel useless.
Made to finish calls within 15 min and to process claims for no longer . If you take longer you are critised and marked down.
If you stand up for yourself during these so called feedbacks  (criticisms) you are flagged as a trouble maker and disposed of easily under the disguise of probation.
Team Leader is a joke. Only been in the role a short time and has no idea how to manage a team.
A poor experience is had by most staff who give their all to the job and to their customers to never get any praise from their Team Leader.
Team Leader is only interested in achieving the daily figures and doesn't care about anything else only to look good in the eyes of their boss.
Staff burn out and large turnover.

Once at work, on your desktop you are allocated the claims that you are required to process for the day.Whilst managing theses claims you are also receiving incoming calls from customers on other current claims where you are expected to process and advance theses claims or resolve any concerns that they may have.
The day can become quite hectic as you are also making outbound calls to customers as well.
During the years I have learnt how to effectively manage and settle claims and also have developed the art of providing good customer service.
I have strong relationships with my co workers each day as I bring a warm and friendly approach to the work place.
During each day you can be challenged by the complex claims that you are required to process and you may also experience challenging customers where the best possible a solution needs to be found for the customer and the business. 
When it comes to the end of the day I can reflect knowing that I have effectively managed and settled claims to the best of my ability and at the same time have provided an exceptional customer service experience to every customer.

Pay is awful, culture is even worse. Management/leadership gang up on staff and will push you out if you stand up for yourself or others. I cannot express how disappointed I am with the treatment myself and almost every other entry level employee have experienced while working for Suncorp. No matter how well you perform or how loyal you are to their company the treatment remains the same. There is a very strong "us vs. them" mentality amongst leadership/staff. Leaders and managers will go as far as to sabotage your stats and KPIs to benefit their own bonuses. Bullying is everywhere and the company is extremely aware of it and continue to do nothing. They advertise and recruit with an incredibly fake facade, lulling any potential employee into a VERY false sense of what the job and culture will be like. Once you are in training for your new role it doesn't take long for you to see exactly what you've gotten yourself into. 

My best advice would be to avoid this company at all costs, not only as an employee but also as a customer. Maybe look into other brands under the Suncorp umbrella, get yourself educated and avoid those as well. If you choose not to take this advice, good luck to you.

Top Job Titles	Average Salary
Claims manager 6 salaries reported	$80,083 per year
Customer service representative 18 salaries reported	$63,052 per year
Software engineer 9 salaries reported	$101,833 per year
Claims specialist 3 salaries reported	$65,167 per year
Business analyst 12 salaries reported	$101,498 per year

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