Complaints and Disputes Support, Travel

Who we are

American International Group, Inc. (AIG) is a leading global insurance organization. Building on 100 years of experience, today AIG member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets, manage risks and provide for retirement security.

Get to know the business

General Insurance 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. General Insurance offers a broad range of products to customers through

a diversified, multichannel distribution network.

About the Team

This role is an integral part of our Complaints and Disputes team and will report to AIG’s Complaints and Disputes Manager. Our Complaints team is part of our broader Business Assurance team within AIG’s Operations function.

About the Role

What you need to know:

- We are looking for a Complaints and Disputes Support for our Australian Complaints team
- You will manage a case load of disputes
- You will learn how to manage the investigation of the complaint through to resolution
- Working with customers, internal staff and the Australian Financial Complaints Authority is a daily requirement
- Ensuring fair and equitable outcomes for our customers in handling their complaint is critical to the team’s success
- Assisting our Complaints and Disputes Manager and Complaints and Disputes Officers in preparing complaint responses is the primary focus of this role
- An ability to review data and identify complaints trends and share this with your manager is an important task of this role
- Ultimately, you will drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints
- This role sits within our Business Assurance team and reports to the Complaints and Disputes Manager of Australia.

What we’re looking for:

- An individual who wants to work in a customer service environment and assist complainants.
- A person who has a passion for the customer and fair outcomes
- A willingness to read and understand Regulatory Guide 271 - Internal Dispute Resolution
- Intermediate negotiation and problem-solving skills
- Good verbal and written communication skills including an ability to draft complaint outcomes in plain English
- 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

LI-JC1

We're proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. We provide a variety of leaves for personal, health, family and military needs. For example, our "Giving Back" program allows you to take up to 24 hours a year to volunteer in your community. Our global mental health and wellness days off provide all colleagues with a paid day off to focus on their mental health and wellbeing.

We also believe in fostering our colleagues' development and offer a range of learning opportunities for colleagues to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible colleagues to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress.

We are an Equal Opportunity Employer

American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide 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 such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

To learn more please visit:

- Reasonable accommodations will be determined on a case-by-case basis.

Functional Area:
CP - Compliance

Estimated Travel Percentage (%): Up to 25%

Relocation Provided: No

AIG Australia Limited