Complaints and Disputes Resolution Specialist

4 weeks ago

Melbourne, Victoria, Australia AIG Full time
Complaints and Disputes Officer Role

AIG is seeking a skilled Complaints and Disputes Officer to join our team. As a key member of our Global Business Operations & IT team, you will play a critical role in managing complex and diverse complaint types, learning about AIG's business operations, and driving service excellence.

Key Responsibilities
  • Manage disputes from IDR to EDR, ensuring fair and equitable outcomes for customers.
  • Utilize technical skills to evaluate disputes, determine decisions, and prepare related documentation.
  • Build meaningful relationships with customers, internal and external stakeholders, including AFCA & FSCL.
  • Assist in the preparation of reports for senior staff, providing insights into complaints management.
  • Analyze data, identify root causes, and engage the business to address significant issues.
  • Train the wider business on Complaint Management processes and identification.
Requirements
  • Strong dispute resolution experience and/or industry experience preferably within insurance.
  • Understanding of AIG's 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 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.
  • Ability to manage conflicting priorities in a timely, efficient, and risk-aware manner.
  • Good organizational skills and ability to handle multiple tasks simultaneously.
  • Process orientated to implement change and continuously review and identify process improvements to gain efficiencies.
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 are committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions, and goals.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability, or any other legally protected categories.

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