Pacific Complaints Resolution Specialist

9 hours ago

Melbourne, Victoria, Australia beBeeDispute Full time $180,000 - $200,000

About Us: We re-imagine insurance solutions to make a bigger difference in the world.

Job Description:

We are seeking a Complaints and Dispute Manager for our Pacific operations.

This role involves leading the development and oversight of customer complaints programs, establishing effective complaint resolution processes, managing a team of dispute resolution specialists, and analyzing complaint trends.

Main Accountabilities:

  • Develop and oversee customer complaints programs across consumer & commercial insurance lines.
  • Establish and maintain effective complaint resolution processes and service level agreements.
  • Manage and develop a team of dispute resolution specialists, providing coaching, training, and performance management.
  • Analyze complaint trends and provide subject matter expertise to identify root causes and develop remediation plans.
  • Collaborate with local department heads to improve global processes and efficiency.
  • Maintain current knowledge of local regulatory requirements and participate in regulatory change discussions.
  • Participate in relevant committees and forums to facilitate resolution of root causes, developing issues, and risks.

Requirements:

  • Proven experience in customer relations, customer experience, complaints or service delivery management.
  • Understanding of Australia and New Zealand complaint handling regulatory requirements.
  • Experience in developing, implementing, and monitoring complaint handling frameworks.
  • Strong communication and influencing skills.
  • Creative thinker with problem-solving capabilities.
  • Skilled in analyzing complex data and translating KPIs into actionable insights.
  • Exposure to product governance and customer vulnerability frameworks.
  • Bachelor's degree or relevant tertiary qualifications.
  • Self-motivated, collaborative leader with minimum 5+ years' experience in senior leadership positions.

Benefits:

  • A comprehensive benefits package that extends beyond work hours to offer health, wellbeing, and financial security benefits.
  • Ongoing professional development opportunities.
  • A culture that celebrates diversity, inclusion, and belonging.

About AIG:

AIG is a global leader in commercial and personal insurance solutions. We foster a culture of inclusion, innovation, and continuous learning. Join us to make a bigger impact in the world.

  • Complaint Resolution Specialist

    4 days ago

    Melbourne, Victoria, Australia beBeeRegulatory Full time $120,000 - $135,000

    Complaint Resolution SpecialistWe seek a skilled Complaint Resolution Specialist to support our mission of delivering high-quality customer relations through policy, process, and compliance excellence.About the Role:Contribute to strategy development by providing policy, process, and compliance support aligned with regulatory standards.Maintain up-to-date...

  • Complaints Resolution Manager

    18 hours ago

    Melbourne, Victoria, Australia beBeeComplaints Full time $120,000 - $150,000

    Job TitleCustomer Experience Manager - Complaints ResolutionManage a team of specialists to resolve customer complaints efficiently and effectively.Job DescriptionThis role involves managing a team responsible for resolving customer complaints in the ANZ region. You will oversee a team of 5 specialists, ensuring that complaints are resolved promptly and...

  • Customer Complaints Resolution Manager

    4 hours ago

    Melbourne, Victoria, Australia beBeeLeadership Full time $120,000 - $150,000

    Dispute Resolution LeadershipAt our organization, we strive to create an environment where everyone can succeed.We empower customers to manage their finances responsibly without incurring unnecessary charges by offering flexible payment options for both online and in-store purchases.As the Dispute Resolutions Team Leader, you will oversee a team of...

  • Complaint Resolution Specialist

    2 days ago

    Melbourne, Victoria, Australia beBeeProfessional Full time $95,000 - $125,000

    Dispute Resolution ProfessionalAs a dispute resolution professional, you will be part of an exceptional team that focuses on fair and timely complaint resolutions. You will adhere to regulatory guidelines and ensure that complainants receive the best possible outcomes. Your role will involve handling end-to-end complaints for a trustee office, overseeing...

  • Complaints Resolution Officer

    2 weeks ago

    Melbourne, Victoria, Australia State Government of Victoria, Australia Full time

    Occupation: Governance and risk managementLocation: Melbourne - CBD and Inner Metro suburbsReference: 307About UsThe Victorian Ombudsman exists in recognition of the imbalance of power between the individual and the State, and we aim to level the playing field and protect and promote human rights.In performing our functions under the Ombudsman Act, we...

  • Complaints Resolution Officer

    3 weeks ago

    Melbourne, Victoria, Australia State Government of Victoria, Australia Full time

    Occupation: Governance and risk managementLocation: Melbourne - CBD and Inner Metro suburbsReference: 307About UsThe Victorian Ombudsman exists in recognition of the imbalance of power between the individual and the State, and we aim to level the playing field and protect and promote human rights.In performing our functions under the Ombudsman Act, we...

  • Professional Complaint Resolution Specialist

    4 days ago

    Melbourne, Victoria, Australia beBeeComplaint Full time $100,000 - $140,000

    Key Responsibilities of Senior Complaints AdvisorThis is an exciting opportunity to strengthen the implementation of complaint resolution processes across the organisation.As a Senior Complaints Advisor, you will have a key role in leading and providing expertise to client services teams. This includes ensuring complaint matters are handled sensitively and...

  • Dispute Resolution Specialist

    6 days ago

    Melbourne, Victoria, Australia beBeeDisputeResolution Full time $90,000 - $120,000

    Job Title: Dispute Resolution SpecialistWe are seeking a skilled and dedicated individual to join our team as a Dispute Resolution Specialist.About the Role:The successful candidate will support the Operational Excellence function by resolving previously unresolved complaints using alternative dispute resolution techniques.You will report to the Lead...

  • Dispute Resolution Specialist

    1 day ago

    Melbourne, Victoria, Australia beBeeCompliance Full time $123,142 - $141,001

    Dispute Resolution SpecialistWe are seeking a skilled Dispute Resolution Specialist to support high-quality complaint resolution, regulatory compliance, and process improvement. The successful candidate will contribute to the delivery of our Customer Relations' strategy through policy, process, and compliance support aligned with regulatory standards.Key...

  • Dispute Resolution Specialist

    1 day ago

    Melbourne, Victoria, Australia Block Full time

    OverviewDispute Resolution Specialist role at Block. You will report to the Dispute Resolutions Team Leader and handle and resolve customer and merchant disputes in a fair, transparent and timely manner. You will be based in Melbourne, VIC with hybrid working arrangements.You WillInvestigate, manage and resolve escalated and complex customer and merchant...