Conflict Resolution Specialist

2 weeks ago

Brisbane, Queensland, Australia ALLIANZ AUSTRALIA SERVICES PTY LTD Full time

About Allianz Australia Services Pty Ltd

At Allianz, we're a leading insurance and asset management brand, with a diverse workforce. We care about our customers and hire the best people to secure their future.

We offer a workplace where everyone belongs, promoting lifelong learning, development, and global mobility. Join us to share ideas, be inspired, give back, and feel proud to work for an organisation doing meaningful work like tackling climate change, mental health, and well-being.

Let's create a better future together.

Your Role

  • You will resolve customer complaints according to external dispute guidelines, policies, and procedures, including RG271, AFCA's Rules, and the Insurance Contracts Act.
  • Engage with stakeholders across General Insurance areas: Property, Motor, Commercial, and Farm.
  • Communicate professionally and empathetically with customers to understand concerns and provide updates within agreed timeframes.
  • Collaborate with Claims, Legal, Underwriting, Product, Risk, and Compliance teams to handle complaints in accordance with company policies and regulatory requirements.
  • Develop solutions to resolve complaints, including compensation, corrective actions, and process improvements.
  • Monitor key performance indicators related to complaint resolution: response times, resolution rates, and customer satisfaction scores.
  • Identify suitable external support services for vulnerable customers and prepare referrals when necessary.

About You

  • Deep knowledge of the General Insurance industry in Property and/or Motor (mandatory).
  • Substantial experience in dispute resolution within General Insurance (desirable).
  • Ability to advocate and challenge positions to find fair and reasonable solutions for complex complaints.
  • Strong planning, prioritisation, and time management skills to meet deadlines and comply with regulations.
  • Excellent attention to detail and task completion with thoroughness and accuracy.
  • Exceptional verbal and written communication skills, including negotiation, with empathy and compassion to reach the best outcome.
  • At least 24 months' experience working with AFCA in General Insurance complaints, analytical skills, and ability to review information and apply to detailed written responses to AFCA and participate in conciliations on behalf of Allianz.
  • Proven experience in legal or litigation (3-5 years) (desirable).

What We Offer

  • A team that values open-mindedness, support, and customer outcomes.
  • A sense of belonging in the workplace, welcoming your authentic self.
  • An employer committed to work-life balance and flexible remote working options.
  • Access to 10,000+ on-demand learning resources for career development.
  • Discounts and deals across retail, tech, travel brands, and more.
  • Initiatives for financial wellness, including superannuation matching, salary sacrificing, and referral bonuses.
  • The opportunity to participate in our Employee Share Purchase Program.

Estimated Salary: AU$90,000 - AU$120,000 per annum, depending on experience and location.

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