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Dispute Resolution Specialist
2 months ago
Dispute Resolution Specialist | Multiple locations
We're seeking a skilled Dispute Resolution Specialist to join our team at Allianz Australia Services Pty Ltd. As a key member of our team, you'll play a critical role in resolving customer complaints in accordance with external dispute guidelines, policies, and procedures.
About the Role
- Resolve customer complaints in a professional and empathetic manner, ensuring timely updates and effective communication.
- Collaborate with internal stakeholders 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 and refer customers experiencing vulnerability to external support services, 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.
- Strong analytical skills, with attention to detail and ability to review information to inform written responses to AFCA and participate in conciliations.
- Excellent verbal and written communication skills, including negotiation and empathy.
What's on Offer
- A supportive and inclusive work environment, where you'll feel valued and empowered to contribute your ideas.
- Access to over 10,000 on-demand learning resources and programs, to support your career development.
- Insurance products and discounts across a range of retail, tech, and travel brands.
- Initiatives to support your financial wellness, including superannuation matching and salary sacrificing.
- The opportunity to take part in our Employee Share Purchase Program.
About Allianz
We're committed to fostering an environment where everyone can thrive, grow, and contribute their unique perspectives to our collective success. We believe in an equitable workplace that celebrates diversity and inclusion, where people of all backgrounds are valued and empowered to reach their fullest potential.
Adjustments and Support
If you require any support or adjustments to participate equitably in our recruitment process, please don't hesitate to reach out to us for a confidential conversation.
We're an equal opportunities employer and welcome applications from diverse candidates.
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