Dispute Resolution Expert

7 days ago


Brisbane, Queensland, Australia ALLIANZ AUSTRALIA SERVICES PTY LTD Full time
About the Role

We are seeking a skilled Dispute Resolution Specialist to join our team at Allianz Australia Services Pty Ltd. This is a unique opportunity to work in a dynamic and fast-paced environment where you will be responsible for 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 responses and effective resolutions.
  • 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.
Requirements:
  • In-depth knowledge of the General Insurance industry in Property and/or Motor (mandatory).
  • Extensive experience in dispute resolution within the General Insurance industry (desirable).
  • Ability to plan and prioritize effectively, work under pressure, and possess strong time management skills.
  • 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.
  • For external dispute resolution, at least 24 months experience working with AFCA in General Insurance complaints and analytical skills and ability to review information and apply to detailed written responses to AFCA and participate in conciliations on behalf of Allianz.
What We Offer:
  • A competitive salary of $80,000 - $120,000 per annum, depending on experience.
  • An employer that values diversity and inclusion, promoting an equitable workplace where everyone feels welcome and valued.
  • Access to over 10,000 on-demand learning resources and programs to support your career development.
  • Initiatives to support your financial wellness through selected discounted insurance products, superannuation matching, salary sacrificing, novated leasing, and our referral bonus scheme.
  • The opportunity to take part in our Employee Share Purchase Program- own a piece of your employer.


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