Complaints and Disputes Officer

2 weeks ago

Melbourne, Victoria, Australia AIG Full time
Who we are

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

Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 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.

Get to know the business

General Insurance 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. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

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, The Australia Financial Complaints Authority (AFCA) Rules, 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.
  • 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 problemsolving skills
  • The ability to manage conflicting priorities in a timely, efficient and riskaware 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.
LI-JC1

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.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation.

At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability.

Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.


To learn more please visit:

  • Reasonable accommodations will be determined on a casebycase basis.

Functional Area:
CP - Compliance

Estimated Travel Percentage (%): Up to 25%

Relocation Provide

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