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Dispute Resolution Specialist

4 weeks ago

City of Lake Macquarie, Australia Allianz Popular SL. Full time

Dispute Resolution Specialist | Multiple locations| Permanent and Contract Opportunities | January 2025 start

*Please note that due to the upcoming holidays there will be a delay in the review process. Successful candidates will be contacted for an interview after January 6, 2025. Thank you for your patience

As a Dispute Resolution Specialist, you'll be responsible for:

  • Resolve customer complaints in accordance with external dispute guidelines, policies and procedures, and related policy documents and, in line with RG271, the General Insurance Code of Practice, AFCA's Rules, and the Insurance Contracts Act.
  • Engaging with stakeholders across a multitude of areas of General Insurance, such as: Property, Motor, Commercial, and Farm.
  • Communicate with customers in a professional and empathetic manner to understand their concerns and provide updates in line with agreed timeframes as part of the complaint's resolution process.
  • Collaborate with internal stakeholders, including Claims, Legal, Underwriting, Product, Risk and Compliance teams, to ensure complaints are handled in accordance with company policies and regulatory requirements.
  • Develop and implement solutions to resolve customer complaints, including compensation, corrective actions, and process improvements.
  • Monitor and meet key performance indicators related to complaint resolution, such as response times, resolution rates, and customer satisfaction scores.
  • Identify appropriate external support services for customers experiencing vulnerability and prepare referrals where required.

About you:

  • Ability to plan and prioritise effectively, work under pressure, and strong time management and technical skills.
  • In-depth knowledge of the General Insurance industry in Property and/or Motor (desirable)
  • Extensive experience in dispute resolution within the General Insurance industry (desirable)
  • Resilience to advocate for and challenge positions to find fair and reasonable solutions for complex complaints.
  • Excellent time management to meet deadlines, essential to complying with Allianz's regulatory requirements.
  • Pay high attention to details by completing tasks with thoroughness and accuracy.
  • Excellent verbal and written communication skills, including negotiation, combined with the ability to balance understanding, empathy and compassion in order to reach the best outcome.
  • Preference to24 months experience working with AFCA in General Insurance complaints and analytical skills and ability to review information and apply to detailed written responses to AFCA and participate in conciliations on behalf of Allianz. (desirable)
  • Proven experience in legal and/or litigation (3-5 years' experience) (desirable)

About Allianz

At Allianz, we care about everything that makes you, you. We believe in an equitable workplace that celebrates diversity and inclusion, where people of all genders, ages, religions, sexual orientations, abilities, and work statuses are not only welcomed, but valued for the perspectives and talents they bring to work. We are committed to fostering an environment where everyone can thrive, grow, and contribute their unique perspectives to our collective success and reach their fullest potential.

Adjustments and support

If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation.

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