Dispute Resolution Specialist
1 month ago
Dispute Resolution Specialist Role Overview
At Allianz Australia Services Pty Ltd, we're committed to delivering exceptional customer experiences. As a Dispute Resolution Specialist, you'll play a vital role in resolving customer complaints in accordance with external dispute guidelines, policies, and procedures.
Key Responsibilities:
- Resolve customer complaints in a professional and empathetic manner, ensuring timely updates and effective communication.
- Collaborate 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 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.
About You:
- Extensive experience in external dispute resolution within the General Insurance industry is highly desirable.
- At least 12 months of experience working with AFCA in General Insurance complaints is required.
- Indepth knowledge of the General Insurance industry in Property and/or Motor is mandatory.
- Proven experience in legal and/or litigation (3-5 years experience) is desirable.
- Proven resilience in having difficult conversations with stakeholders and finding suitable solutions for complex complaints is essential.
What's On Offer:
- A supportive and inclusive work environment that values diversity and promotes a culture of lifelong learning and development.
- Access to over 10,000 on-demand learning resources and programs to support your career development.
- Insurance products and deals across a range of retail, tech, and travel brands.
- Initiatives to support your financial wellness, including discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing, and a referral bonus scheme.
About Allianz:
We care about everything that makes you, you. We believe in an equitable workplace that celebrates diversity and inclusion, where people of all genders, ages, religions, sexual orientations, abilities, and work statuses are valued for their perspectives and talents.
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