Dispute Resolution Specialist Position

4 days ago


Gold Coast, Queensland, Australia Allianz Popular SL. Full time

About the Role:

We are currently seeking a skilled Dispute Resolution Specialist to join our team at Allianz Australia Services Pty Ltd. As a Dispute Resolution Specialist, you will be responsible for resolving customer complaints in accordance with external dispute guidelines, policies, and procedures.

Key Responsibilities:

  • Resolve customer complaints in line with RG271, the General Insurance Code of Practice, AFCA's Rules, and the Insurance Contracts Act.
  • Engage with stakeholders across Property, Motor, Commercial, and Farm areas of General Insurance.
  • Communicate with customers in a professional and empathetic manner to understand their concerns and provide updates in line with agreed timeframes.
  • Collaborate with internal stakeholders, including Claims, Legal, Underwriting, Product, Risk, and Compliance teams.
  • Develop and implement solutions to resolve customer complaints, including compensation, corrective actions, and process improvements.

About You:

  • Extensive experience in external dispute resolution within the General Insurance industry.
  • At least 12 months' experience working with AFCA in General Insurance complaints.
  • In-depth knowledge of the General Insurance industry in Property and/or Motor.
  • Proven resilience in having difficult conversations with stakeholders and finding suitable solutions for complex complaints.
  • Ability to plan and prioritise effectively, work under pressure, and strong time management skills.


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