Internal Dispute Resolution Officer

1 week ago

Sydney, New South Wales, Australia Allianz Australia Full time
At Allianz, we care for all the things that make you, you. For feeling like you belong. For a place where learning never stops. For growing new skills and opening up exciting possibilities. For your curiosity to thrive and help transform an industry. And when life twists, there's flex for balance and the support you need.

So come and share your ideas, give back and feel proud to be part of a company doing work that matters across climate change and mental health.

Let's care for everyone's tomorrow so we can create a better future together.

**Internal Review Officer

  • CCI Life Claims | Sydney*
  • Be part of a team that genuinely cares about your wellbeing
  • Feel empowered to make a positive impact
  • Shape the future of the industry


An exciting opportunity is available for a permanent full-time Internal Review Officer to join the CCI Life Claims Team in our Allianz Sydney office.

We are seeking to draw on the knowledge and experience you may have to assist our Claims Team in delivering industry best Dispute Resolution practices.

You will be responsible for the accurate and timely resolution of Disputes, preparation of Notices of Responses to the AFCA, and other external schemes with a focus of delivering a fair and reasonable outcomes that reflects Allianz's philosophies, enhances the experience for our Customers and adheres to legal requirements.

This is an exciting opportunity to take on a dynamic role.

Reporting to the Senior Manager, we are looking for highly motivated persons with legal/ technical skills and a focus on providing high level customer service.


Key responsibilities include:

  • Deliver industry best practices by developing a rapport with customers, addressing the customers' concerns and providing reasons for the decisions made in a timely and professional manner
  • Develop working relationships with internal and external stakeholders that facilitate the effective and efficient resolution of disputes
  • Review and action disputes to ensure the final decision is in line with AAL's principles, the PDS, policy limits and legal requirements
  • Lead Complaints Governance Forums and ensure participation and input from claims staff and other stakeholders where required
  • Ensure all disputes are handled within GICOP, LICOP, legislative requirements and in line with internal policies/procedures including adherence to KPIs and SLAs
  • Ensure integrity of decision making, precedent setting and that disputes are handled with dispute costs and commercial considerations taken into account in all instances
  • Identify process improvements stemming from the handling of Disputes that reduces the number of matters escalating to EDR and / or the costs of dispute resolution and / or improves the customer experience
  • Assist with the development and management of relationships with external stakeholders.

Important to your success:

  • Legal qualifications or another appropriate professional qualification, or a minimum 3 years' experience in managing a portfolio of complex claims
  • A working understanding of insurance legal principles
  • Analytical skills
  • Excellent written and verbal communication skills
  • Strong problem solving and decision making skills
  • Demonstrated experience in dispute / conflict resolution
  • Demonstrated ability to communicate technical legal findings in 'plain English' to customers.
  • Demonstrated high level customer service skills.

What's on offer?

  • Enjoy a hightrust culture that empowers you to use your skills and abilities to achieve a meaningful impact
  • Be excited to be part of a company that is making a positive impact at scale
  • Learn through being supported and encouraged to take on new challenges that will help you to develop new skills

About us
Allianz is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer.

Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.


Job Level:

Professional

Location:

  • Sydney, NSW, AU, 2000
    Available until:11/04/2023

Area of Expertise:

Customer Services & Claims

Unit:

Allianz Australia

Employing Entity:

ALLIANZ AUSTRALIA SERVICES PTY LTD

Job Type:

Full-Time

Remote Job:

Hybrid working

Employment Type:

Permanent

ID:

23951

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