Senior Customer Resolutions Specialist

4 weeks ago

Sydney, New South Wales, Australia AIA Hong Kong Full time
Overview

BE THE DIFFERENCE. At AIA we don't simply believe in being 'the best'. We believe in better – because there's no limit to how far 'better' can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The opportunity

We have a fantastic opportunity for a Senior Customer Resolution Specialist to join our team at AIA and take your career to the next level by providing our customers with an exceptional and unrivalled experience.

This is a permanent opportunity based in our Sydney or Melbourne office.

What you will do
  • Investigate and resolve escalated complaints including complex and/or specialised IDR complaints and EDR complaints (from external dispute bodies such as AFCA)
  • Manage customer complaints in line with regulatory and partner/fund SLAs
  • Prepare complaints to be presented to independent review committees
  • Provide recommendations to business stakeholders about resolving complaints
Successful applications will demonstrate
  • Experience working within the life insurance industry including claims, underwriting, product or similar roles
  • Experience working with IDR or EDR complaints would be advantageous
  • The ability to build rapport with stakeholders across various levels
  • Strong negotiation skills
Why choose AIA

At AIA, we've made a promise to help people live healthier, longer, better lives. And it starts with our own people.

  • Access our training and development to build on your current skills
  • Career development through internal mobility opportunities
  • Work for a business helping millions of Australians and make a difference to someone's life every day
  • Access additional leave days a year to recharge and refresh yourself
  • Enjoy wonderful health and wellbeing initiatives that support you
  • Work with supportive and inclusive managers
  • Flexible working arrangements

At AIA Australia, we're proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group – the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.

Lots of companies like to say they're different. What makes us truly different at AIA is the difference we make in people's lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every single day, apply via the link today.


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