Senior Customer Complaints Officer, Pacific

This is a Senior Customer Complaints Officer, Pacific role with AIG based in Melbourne, VIC, AU
== AIG ==

Role Seniority - senior

More about the Senior Customer Complaints Officer, Pacific role at AIG

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At AIG, we are reimagining the way we help customers to manage risk. Join us as a Senior Complaints and Disputes Officer to play your part in that transformation. It's an opportunity to grow your skills and experience as a valued member of the team.

Make your mark in Business Operations

As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG's Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers' and AIG's success.

How you will create an impact

The Senior Complaints Officer role offers the successful candidate the opportunity to further their complaints management career and whilst working with peers who have experience in complaints management. You will have the opportunity to work on complex and diverse complaint types and learn about AIG's business operations, particularly as it relates to our Claims and Underwriting processes.

You will be responsible for managing the dispute from IDR to EDR, as well as drawing insights from the cases to identify lessons learnt and to make sure we continue to listen, act and learn. Your focus will be on complex disputes as well as assisting in the development of more junior members of the team.

Key accountabilities will include but not limited to:

• Action customer complaints in adherence to the global and local complaints handling policies and procedures in the Pacific region (Australia and New Zealand).

• Utilise your strong technical skills to evaluate disputes, determine whether to maintain or overturn previous decisions and prepare related documentation

• Maintain strong stakeholder engagement skills, building meaningful relationships with customers, internal and external stakeholders

• Ensure fair and equitable outcomes for our customers in handling all complaint is critical

• Assist the Complaints Manager with the preparation of insight-driven reports for senior staff across our business as well as developing junior staff members.

• Analyse data, identify root cause and engage the business as to significant issues related to their areas will result in you adding significant value to AIG

• Assist with training the wider business of our Complaint Management process and the identification of complaints.

• Drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints.

What you'll need to succeed

• Strong dispute resolution experience and/or industry experience within insurance

• Degree in Law or related field preferred, but not required.

• An understanding of commercial insurance, preferably including material damage and business interruption claims. Financial lines and/or casualty knowledge would also be beneficial.

• Excellent communication skills, both verbally and written.

• Effective and efficient decision making and time management skills with the ability to work unsupervised and under pressure.

• Ability to manage complex matters confidently and calmly.

• Strong computer/Multiple systems literacy is essential.

• Demonstrated ability to think innovatively and critically about barriers, turning challenges into simple, effective solutions.

• A working understanding of Regulatory Guide 271 – Internal Dispute Resolution and the General Insurance Code of Practice.

• Willingness to provide feedback to and help develop junior staff.

• Process orientated to implement change and continuously review and identify process improvements to gain efficiencies.

Ready to make a bigger impact? We look forward to reviewing your application.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

Enjoy benefits that take care of what matters

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what's most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.  If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.  

Functional Area:

CP - Compliance

AIG Australia Limited

Before we jump into the responsibilities of the role. No matter what you come in knowing, you'll be learning new things all the time and the AIG team will be there to support your growth.

Please consider applying even if you don't meet 100% of what's outlined

Key Responsibilities

• Managing disputes
• Actioning customer complaints
• Building stakeholder relationships

Key Strengths

• Dispute resolution experience
• Communication skills
• Analytical skills
• Degree in Law
• Understanding of commercial insurance
• Process improvement orientation

Why AIG is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with AIG not with Hatch.

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