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



  • Brisbane, Australia Allianz Partners Full time

    **What you do** The Internal Disputes Resolution Officer role ensures the prompt and efficient management of Internal Disputes 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,...


  • Brisbane, Queensland, Australia NC Legal Full time

    Job TitleGlobal Disputes 3-8 PQEAbout the RoleWe are seeking an experienced International Dispute Resolution Specialist to join our team at NC Legal in Brisbane, Queensland.Key ResponsibilitiesThe successful candidate will have significant experience in handling complex global disputes and possess excellent negotiation and problem-solving skills. The role...


  • Brisbane, Australia Cover-More Full time

    **Description**: Zurich Cover-More helps people travel safely across the globe every day. We are there at every step of a traveller’s journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with! We...


  • Brisbane, Queensland, Australia NC Legal Full time

    OverviewNC Legal is seeking a seasoned lawyer with significant experience in international dispute resolution to join our team. Estimated Salary: $124,900 - $216,000 per annum based on Brisbane's average salary range for a senior lawyer with 3-8 years of post-qualification experience.Job DescriptionAs a Senior International Dispute Resolution Lawyer at NC...


  • Brisbane, Queensland, Australia NC Legal Full time

    Job TitleGlobal Disputes 3-8 PQEAbout the RoleWe are seeking an experienced Senior International Dispute Resolution Lawyer to join our team at NC Legal in Brisbane, Queensland.Key ResponsibilitiesRepresent clients in international disputes and negotiations.Analyze complex legal issues and develop strategic solutions.RequirementsA minimum of 3 years of...


  • Brisbane, Australia Public Sector People Full time

    Public Sector People is recruiting for an A05 Dispute Resolution Officer on behalf of a State Government Department. This role is a temporary position with potential for extension. This role involves analysing and managing complex complaints, maintaining accurate records and assessing/facilitating early resolution and conciliation services.  About the...


  • Brisbane, Australia Australian Retirement Trust Full time

    **An exciting opportunity exists to join our Technical Advice team as an External Dispute Resolution Specialist.** **Why join us?** - State of the art offices with offerings like end of trip facilities, yoga and multi faith room, barista coffee, indoor gardens, and a multitude of spaces to encourage a collaborative culture, our workspaces are something we...


  • Brisbane, Queensland, Australia ALLIANZ AUSTRALIA SERVICES PTY LTD Full time

    About the RoleWe are seeking a skilled Dispute Resolution Specialist to join our team at Allianz Australia Services Pty Ltd. This is a unique opportunity to work in a dynamic and fast-paced environment where you will be responsible for resolving customer complaints in accordance with external dispute guidelines, policies, and procedures.Key...


  • Brisbane, Queensland, Australia Cover More Group Full time

    Unleash Your Expertise in Dispute ResolutionWe are seeking a highly skilled Dispute Resolution Specialist to join our team at Cover-More Group. As a key player in ensuring exceptional customer experiences, you will be responsible for managing and resolving complex disputes.About the RoleThis is an exciting opportunity for a results-driven individual with a...


  • Brisbane, Queensland, Australia NC Legal Full time

    Job SummaryWe are seeking an experienced Dispute Resolution Specialist to join our team at NC Legal in Brisbane, Queensland. The successful candidate will have a strong background in dispute resolution and the ability to work independently in a fast-paced environment.About the RoleThe Dispute Resolution Specialist will be responsible for managing a range of...


  • Brisbane, Queensland, Australia Centacare Full time

    About UsCentacare - Specialist Family and Support Services is a non-profit community organisation dedicated to strengthening family and community relationships. Our services cater to diverse individuals and families, particularly those experiencing vulnerability and disadvantage.Role OverviewWe are seeking an experienced Family Dispute Resolution...


  • Brisbane, Australia Gallagher Full time

    About Us: Gallagher Bassett is the world’s premier provider of risk and claims management services. We believe that - with proper management - a world of risk becomes a world of possibilities. It becomes a world where businesses and organizations are freed to do what they do best. To build. To serve. To move forward. Knowing the responsibilities of today...


  • Brisbane, Australia Cover-More Full time

    **Description**: **Elevate Your Career with Cover-More Group**: Are you passionate about ensuring exceptional customer experiences and skilled at resolving complex issues? Join Cover-More Group, a leading brand in travel insurance, who pride themselves on delivery outstanding service to travelers worldwide. As more and more people are travelling, your...


  • Brisbane, Queensland, Australia Suncorp Group Full time

    Senior External Dispute Resolution Officer Role OverviewWe are seeking a highly skilled and experienced Senior External Dispute Resolution Officer to join our team at Suncorp Group. This exciting opportunity will see you manage a dynamic portfolio of insurance complaints referred to external dispute resolution schemes, delivering exceptional customer service...


  • Brisbane, Queensland, Australia Law Staff Full time

    About the FirmLaw Staff has 30 years of experience as specialist consultants to the legal profession, providing critical intelligence on the individual profitability of firms, partnership structures, and strategic growth plans.The firm is seeking an additional senior lawyer with strong technical skills to join their highly-regarded dispute resolution...


  • Brisbane, Australia ALLIANZ AUSTRALIA SERVICES PTY LTD Full time

    Dispute Resolution Specialist | Multiple locations  At Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us. We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and...


  • Brisbane, Australia ALLIANZ AUSTRALIA SERVICES PTY LTD Full time

    Dispute Resolution Specialist | Multiple locations  At Allianz, we’re proud to be one of the world’s leading insurance and asset management brands, with a workforce as diverse as the world around us. We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and...


  • Brisbane, Queensland, Australia Empire Group Full time

    About the RoleThis is a challenging opportunity for an experienced Litigation Lawyer to join a dynamic and growing Brisbane-based boutique litigation firm.The FirmEmpire Group, a well-respected name in the Australian legal industry, offers unparalleled service and dedication to its clients. With a strong focus on dispute resolution and commercial litigation,...


  • Brisbane, Queensland, Australia Cover-More Full time

    Job Title: Senior Dispute Resolution ManagerAs a Senior Dispute Resolution Manager at Cover-More Group, you will play a key role in leading the complaints management function, combining hands-on execution with team leadership. Your expertise will be crucial in ensuring that complaints are handled efficiently, within regulatory timelines, and with a focus on...


  • Brisbane, Australia MAYDAY Recruitment Group Full time

    MAYDAY is delighted to be working with a global insurance company who pride themselves on delivering outstanding service to their customers worldwide. The IDR Team Leader plays a key role in leading the complaints management function, combining hands-on execution with team leadership. This position ensures complaints are handled efficiently, within...