Dispute Resolution Specialist

4 months ago

Brisbane, Australia Allianz Australia 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 the community so we’re ready when they need it most.

We offer our people a workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back and feel proud to be a part an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.

Let’s care for tomorrow, so we can create a better future together, for everyone.

**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.
- 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 complaints 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**
- Extensive experience in external dispute resolution within the General Insurance industry
- At least 12 months experience working with AFCA (mandatory) in General Insurance complaints
- Ability to have difficult conversations and find suitable solutions for complex complaints
- Ability to plan and prioritise effectively, work under pressure and strong time management skills
- Ability 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

**What's on offer**
- Be part of a team that’s open-minded, supportive, and genuinely focused on customer outcomes.
- A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
- An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
- Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
- insurance products. Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
- Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
- The opportunity to take part in our Employee Share Purchase Program
- own a piece of your employer.

**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**

LI-ALLIANZAU #LI-Remote #LI-Hybrid #LI-Onsite

**Job Level**:

- Professional

**Location**:

- Brisbane, QLD, AU, 4000Adelaide, SA, AU, 5000

Melbourne, VIC, AU, 3000

Darwin, NT, AU, 0820

Sydney, NSW, AU, 2000

**Area of Expertise**:

- Customer Services & Claims

**Unit**:

- Allianz Australia

**Employing Entity**:

- ALLIANZ AUSTRALIA SERVICES PTY LTD

**Job Type**:

- Full-Time

**Remote Job**:

- Hybrid working

**Employment Type**:

- Permanent

**ID**:

- 55163

**Position Cluster**:

- Non-Executive

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