Complaints and Disputes Resolution Specialist
4 weeks ago
AIG is redefining the way we help customers manage risk. As a Complaints and Disputes Officer, you will play a pivotal role in this transformation, growing your skills and experience as a valued member of our team.
Unlock Your Potential in Business OperationsAIG's Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems, and operations. As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, we ensure we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers' and AIG's success.
Make a Meaningful ImpactThe Complaints and Disputes Officer role offers the successful candidate the opportunity to further their complaints management career and work with peers who have experience in complaints management. You will have the opportunity to manage complex and diverse complaint types and learn about AIG's business operations, particularly as it relates to our Claims and Underwriting processes.
You will be responsible for managing the dispute from IDR to EDR, as well as drawing insights from the cases to identify lessons learnt and to make sure we continue to listen, act, and learn.
Key Responsibilities:- Review, manage, and resolve disputes ranging from simple to complex from start to finish in accordance with the industry Code Of Practice, Fair Code NZ, The Australia Financial Complaints Authority (AFCA) Rules, Financial Services Complaints Ltd rules (FSCL), Regulatory Guide 271(Corporations Act) CTH (1988), and the Australian and New Zealand Complaints Management Standard.
- Utilize your strong technical skills to evaluate disputes, determine whether to maintain or overturn previous decisions, and prepare related documentation, such as final decision letters, claims settlement terms, and/or AFCA submissions.
- Develop strong stakeholder engagement skills, building meaningful relationships with customers, internal, and external stakeholders, including AFCA & FSCL.
- Ensure fair and equitable outcomes for our customers in handling all complaints is critical.
- Assist our Complaints and Disputes Manager with the preparation of reports for senior staff across our business in providing insights.
- Analyze data, identify root cause, and engage the business as to significant issues related to their areas, adding significant value to AIG.
- Assist with training the wider business on our Complaint Management process and the identification of complaints.
- Drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints.
- Strong dispute resolution experience and/or industry experience preferably within insurance.
- Understand our 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 and efficient 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.
- The ability to manage conflicting priorities in a timely, efficient, and risk-aware manner.
- Good organizational skills and ability to handle multiple tasks simultaneously.
- Process-oriented to implement change and continuously review and identify process improvements to gain efficiencies.
- Tertiary qualifications in legal, finance, or similar will be highly regarded.
AIG is committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions, and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities, and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.
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.
AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.
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