Complaints & Disputes Officer

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At AIG, we are reimagining the way we help customers to manage risk. Join us as a Complaints and Disputes Officer to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.
AIG is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. AIG’s General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network. Operating for more than 50 years, AIG has established a reputation as a leading insurer and ally to our multinational, corporate and SME clients.
Make your mark in Business Operations
As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG’s Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers’ and AIG’s success.
How you will create an impact
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 accountabilities will include but not limited to**:
You will 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.
You will utilise 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.
You will have strong stakeholder engagement skills, building meaningful relationships with customers, internal and external stakeholders, including AFCA & FSCL.
Ensuring fair and equitable outcomes for our customers in handling all complaint is critical
Assisting our Complaints and Disputes Manager with the preparation of reports for senior staff across our business in providing insights is an important aspect of this role.
An ability to analyse data, identify root cause and engage the business as to significant issues related to their areas will result in you adding significant value to AIG
It will be required that you assist with training the wider business of our Complaint Management process and the identification of complaints.
Ultimately you will drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints.
What you’ll need to succeed
Strong dispute resolution experience and/or industry experience preferably within insurance.
You will have an understanding of 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 orientated to implement change and continuously review and identify process improvements to gain efficiencies
Tertiary qualifications in legal, finance or similar will be highly regarded.
Reimagining insurance to make a bigger difference to the world
American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.
Welcome to a culture of belonging
We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of