Internal Dispute Resolution Officer

3 months ago

Brisbane, Australia Allianz Partners Full time

Two roles available

**What you do**:
The Internal Dispute Resolution Officer role ensures the prompt and efficient management of Internal Dispute Resolution (IDR) and disputes related to travel insurance products, in compliance with ASIC RG271. Key responsibilities include conducting thorough investigations, collaborating with internal departments for process improvements, and completing ad hoc tasks as required.

The role offers the opportunity to contribute to fair customer outcomes and enhance the overall customer experience.

**Key responsibilities include**:

- Receive and review travel insurance complaints from customers, ensuring all necessary details and documentation are obtained for thorough investigation.
- Conduct impartial and thorough investigations into each complaint, considering all relevant information and documentation provided by the customer and other relevant parties.
- Communicate effectively with customers, internal stakeholders, and external parties to gather additional information and provide updates on the progress of complaint investigations.
- Make fair and reasonable decisions, taking into account all available evidence, relevant laws, regulations, and industry codes of practice.
- Prepare and issue written responses to customers, clearly outlining the outcomes of complaint investigations and any proposed resolutions or remedies.
- Manage and resolve customer disputes by effectively handling inbound and outbound calls, ensuring clear communication, active listening, to achieve satisfactory resolutions and maintain high levels of customer satisfaction.
- Analyse complaints in line with ASIC RG271 requirements, identifying any potential systemic issues and escalating them to the appropriate channels for further review and resolution.
- Maintain accurate and detailed records of all travel insurance complaints, including investigation findings, decisions made, and any remedial actions taken.

***

**What you bring**
- Proven experience in conflict resolution, including negotiation and dispute investigation.
- Familiarity with travel insurance products and industry practices is desirable.
- Relevant qualifications in dispute resolution, law, or a related field are advantageous.
- Sound knowledge of ASIC RG271 requirements and other relevant regulatory frameworks.
- Strong problem-solving, decision-making, and time management skills.
- Excellent verbal and written communication, simplifying complex issues.
- Strong analytical skills to assess complex situations and make fair decisions.
- Ability to engage effectively with customers and internal stakeholders.

**What we offer**

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

Diversity and inclusion are core values at Allianz Partners Australia. We embrace individuals of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples. Our support extends to standing in solidarity with the LGBTIQA+ community, reaffirming our dedication to equality and inclusivity for all.

56799 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group 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.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
Join us. Let's care for tomorrow.

**Job Level**:

- Professional

**Location**:

- Brisbane, QLD, AU, 4000**Area of Expertise**:

- Operations

**Unit**:

- Allianz Partners

**Employing Entity**:

- AWP Australia Pty Ltd

**Job Type**:

- Full-Time

**Remote Job**:

- Hybrid working

**Employment Type**:

- Permanent

**ID**:

- 56799

**Position Cluster**:

- Non-Executive

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