Customer Resolutions Specialist

1 week ago

Sydney, Australia AIA Full time

BE THE DIFFERENCE

At AIA we don’t simply believe in being ‘the best’. We believe in better - because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The Opportunity

Due to an internal promotion, we are looking for an experienced customer resolutions specialist. You will be responsible for investigating and resolving claims customer complaints which are escalated to the customer resolutions team in accordance with AIA A&NZ’s complaints management policies, framework and operating principles.

Day to day you will:

- Champion customer focus and lead by example to ensure the customer is always front of mind
- Investigate and resolve escalated complaints that are complex in a fair, reasonable, empathetic and customer focused
- Manage customer complaints in line with regulatory and partner/fund SLAs and in accordance with AIA A&NZ’s complaints management policies, frameworks and principles
- Provide feedback to business and trustee stakeholders on insights and learnings from complaints, and opportunities for customer-centric business change as a result of these
- Experience in frontline or escalated complaints case management - Ideally Claims
- Flexibility and self-motivation, together with the ability to manage diverse responsibilities
- Strong stakeholder management skills
- Exceptional communication and interpersonal skills, particularly in negotiating with a diverse range of stakeholders
- Well-developed analytical, investigative and negotiation skills

Why choose AIA:
At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone’s life everyday
- Access additional leave days a year to recharge and refresh yourself
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive managers

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every

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