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Dispute Resolution Specialist
2 months ago
We are seeking a highly skilled Dispute Resolution Specialist to join our team at Allianz Australia. As a key member of our organization, you will play a critical role in resolving customer complaints in a fair and timely manner.
Key Responsibilities- Resolve Customer Complaints: You will be responsible for investigating and resolving customer complaints in accordance with external dispute guidelines, policies, and procedures.
- Communicate with Customers: You will communicate with customers in a professional and empathetic manner to understand their concerns and provide updates in line with agreed timeframes.
- Collaborate with Stakeholders: You will work closely 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 Solutions: You will develop and implement solutions to resolve customer complaints, including compensation, corrective actions, and process improvements.
- Monitor Performance: You will monitor and meet key performance indicators related to complaint resolution, such as response times, resolution rates, and customer satisfaction scores.
- Identify Support Services: You will identify appropriate external support services for customers experiencing vulnerability and prepare referrals where required.
To be successful in this role, you will need to have:
- Extensive Experience: You will have extensive experience in external dispute resolution within the General Insurance industry.
- AFCA Experience: You will have at least 12 months experience working with AFCA (Australian Financial Complaints Authority) in General Insurance complaints.
- Communication Skills: You will have 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.
- Analytical Skills: You will have analytical skills and the ability to review information and apply to detailed written responses to AFCA and participate in conciliations on behalf of Allianz.
- Time Management: You will have strong time management skills and the ability to plan and prioritize effectively, work under pressure, and meet deadlines.
Allianz Australia is a leading insurance and asset management company that values diversity and inclusion. We are committed to fostering an environment where everyone can thrive, grow, and contribute their unique perspectives to our collective success.
What We Offer- Supportive Work Environment: We offer a supportive work environment where you will be valued and encouraged to bring your most authentic self to work.
- Flexible Working Arrangements: We offer flexible working arrangements to support your work-life balance and provide opportunities for remote working.
- Professional Development: We offer access to over 10,000 on-demand learning resources and programs to support your career development.
- Employee Benefits: We offer a range of employee benefits, including selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing, and our referral bonus scheme.
