Complaints and Disputes Support

1 week ago

Melbourne, Victoria, Australia AIG Full time
#LI-JC1

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization.

AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions and other financial services to customers in approximately 70 countries and jurisdictions.

These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

AIG common stock is listed on the New York Stock Exchange.


What unites us across all of these offerings is our commitment to helping individuals, businesses and communities prepare for and respond to times of uncertainty.

Whether serving those facing natural disasters or millions striving for a financially secure retirement, we have the specialist expertise to help clients better manage risk.

We're also committed to making a positive difference for our colleagues and in the communities where we work and live.


We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.

Get to know the business

AIG Australia is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world's most far-reaching property casualty networks. AIG's General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

Operating in Australia for more than 60 years, AIG has established a reputation as a leading insurer and ally to our multinational, corporate and SME clients.

About the Team


This role is an integral part of our Complaints and Disputes team and will report to AIG's Complaints and Disputes Manager.

Our Complaints team is part of our broader Business Assurance team within AIG's Operations function.

About the Role


You will be responsible for managing the dispute from IDR to EDR, as well as drawing insights from the cases to identify lessons learnt and to make sure we continue to listen, act and learn.


What you need to know:

Key responsibilities will include but not limited to:

You will review, manage and resolve disputes ranging from simple to complex from start to finish in accordance with the industry Code Of Practice, Fair Code NZ, The Australia Financial Complaints Authority (AFCA) Rules, Financial Services Complaints Ltd rules (FSCL), Regulatory Guide 271(Corporations Act) CTH and the Australian and New Zealand Complaints Management Standard.

You will utilise your strong technical skills to evaluate disputes, determine whether to maintain or overturn previous decisions and prepare related documentation, such as final decision letters, claims settlement terms and/or AFCA submissions.

You will have strong stakeholder engagement skills, building meaningful relationships with customers, internal and external stakeholders, including AFCA & FSCL.

Ensuring fair and equitable outcomes for our customers in handling all complaint is critical

Assisting our Complaints and Disputes Manager with the preparation of reports for senior staff across our business in providing insights is an important aspect of this role.

An ability to analyse data, identify root cause and engage the business as to significant issues related to their areas will result in you adding significant value to AIG

It will be required that you assist with training the wider business of our Complaint Management process and the identification of complaints.

Ultimately you will drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints.


What we're looking for:

Strong dispute resolution experience and/or industry experience preferably within insurance.

You will have an understanding of our products, with a keen eye for detail and ability to follow process, meet deadlines and manage competing priorities.

Excellent communication skills, both verbally and written.
Effective and efficient decision making and time management skills with the ability to work unsupervised and under pressure.
Ability to manage complex matters confidently and calmly.
Strong computer/Multiple systems literacy is essential
A working understanding of Regulatory Guide 27- Internal Dispute Resolution
Strong negotiation and problem-solving skills
The ability to manage conflicting priorities in a timely, efficient and risk-aware manner.
Good organizational skills and ability to handle multiple tasks simultaneously.
Process orientated to implement change and continuously review and identify process improvements to gain efficiencies
Tertiary qualifications in legal, finance or similar will be highly regarded.

We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment

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