Complaints and Disputes Resolution Specialist

4 weeks ago


Melbourne, Victoria, Australia AIG Full time

Transforming Insurance with Excellence

AIG is a global leader in commercial and personal insurance solutions, and we're seeking a skilled Complaints and Disputes Resolution Specialist to join our team. As a key member of our Global Business Operations & IT team, you'll play a vital role in driving high-quality innovation and cost efficiency in all our processes, systems, and operations.

Your Impact

As a Complaints and Disputes Resolution Specialist, you'll be responsible for managing complex and diverse complaint types, learning about AIG's business operations, and identifying lessons learned to ensure we continue to listen, act, and learn. You'll review, manage, and resolve disputes from IDR to EDR, ensuring fair and equitable outcomes for our customers.

Key Responsibilities

  • Review and manage disputes from start to finish, adhering to industry codes and regulations.
  • Evaluate disputes, determine whether to maintain or overturn previous decisions, and prepare related documentation.
  • Build meaningful relationships with customers, internal and external stakeholders, including AFCA & FSCL.
  • Assist in preparing reports for senior staff, providing insights into complaint management.
  • Analyze data, identify root causes, and engage the business to address significant issues.
  • Train the wider business on our Complaint Management process and identify complaints.

What We're Looking For

  • Strong dispute resolution experience and/or industry experience preferably within insurance.
  • Understanding of our products, with a keen eye for detail and ability to follow process, meet deadlines, and manage competing priorities.
  • 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.
  • A working understanding of Regulatory Guide 271 – Internal Dispute Resolution.
  • Strong negotiation and problem-solving skills.
  • The ability to manage conflicting priorities in a timely, efficient, and risk-aware manner.
  • Good organizational skills and ability to handle multiple tasks simultaneously.
  • Process-oriented to implement change and continuously review and identify process improvements to gain efficiencies.
  • Tertiary qualifications in legal, finance, or similar will be highly regarded.

About AIG

AIG is a global leader in commercial and personal insurance solutions, with a reputation for delivering end-to-end services locally that contribute to our customers' and AIG's success. We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions, and goals.

Join Our Team

We're excited to welcome talented individuals who share our passion for delivering exceptional service and driving innovation. If you're a motivated and experienced professional looking to make a bigger impact, we encourage you to apply.



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