Internal Dispute Resolution Officer Travel

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Internal Dispute Resolution Officer - Travel
Job Scope
Reporting to the Travel Complaints Team Leader, the Internal Dispute Resolution Officer carries the responsibility for delivering market-leading customer service outcomes on customer disputes in line with business, legal, contractual and regulatory expectations. It holds overall responsibility for a centralised complaints process, generating insight to improve customer outcomes in the AU and NZ businesses.

Customer
Key Responsibilities

• Receives, assesses, investigates and responds to all complaints and disputes referred in accordance with Allianz Partners complaint handling policy, appropriate regulatory, compliance and legal guidelines.
• Liaises with complainants in a sensitive and appreciative manner with a customer-first mindset to resolve complaints as early in the process as possible.
• Gathers appropriate evidence and conducts complex investigations to validate disputed claims.
• Manage and resolve customer disputes by effectively handling inbound and outbound calls, ensuring clear communication, active listening, to achieve satisfactory resolutions and maintain high levels of customer satisfaction.
• Keeps accurate and comprehensive statistics and records, reports complaints and privacy results and provides immediate feedback to relevant areas when necessary for service delivery improvement.
• Manage complaint timelines within regulatory requirements for the local busines

Continuous Improvement

• Analyse complaint data to identify improvements to sales and service call handling techniques, systems, practices and processes.
• Identify opportunities for improvements, backed by customer experience trends and feed these opportunities to business.
• Interface consistently with Internal and External Disputes Resolution team to ensure alignment in best practice dispute resolution approaches.
• Continuously educate the wider Contact Centre on complaints trends, best practice customer service and dispute avoidance technique

Stakeholder Management

• Develops meaningful relationships with all internal and external stakeholders across all levels.
• Negotiates and influences at senior level, developing a strong understanding of stakeholder current and future requirement

Risk & Compliance

• Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes, and training requirements.
• Report and escalate risk and compliance related concerns, issues, and failures to management.
• Identify, document and communicate risk and compliance exposures including fraud and corruption in operational areas or departments.
• Integrate compliance obligations, risk assessment and the risk management process into business practices.
• Demonstrate leadership and commitment to a safe working environment ensuring all workplace health and safety initiatives are clear to all team members.
• Behave as required by the Company's Policies and Procedures, Code of Conduct and values (connected, responsible, trust, excellent, caring)
• Ensure that all business proceedings are conducted in a manner which is professional, legal and ethical.
• Ensure adequate controls are in place to prevent, detect and mitigate fraud and corruption risks.

Qualifications/Experience

• Demonstrated experience in a disputes/complaints resolution role with a proven track record within the financial services sector.
• Demonstrated experience in providing a high level of customer service.
• High levels of attention to detail and organisational skills, including time management, required.
• Experience working with the General insurance Code of Practice (GICOP).

Software Skills

• Moderate to High level of skill in MS Office Suite required.
• Quick to adapt to new platforms, tools and software.

Communication

• Excellent negotiation skills
• Impeccable written and verbal communication skills
• Experience in dealing with difficult customers, and ability to defuse escalated complaints.

Customer Service

• Advanced customer service skills with a minimum of five years customer service experience with at least 1 year experience in complaints management or dispute resolution.
• A proven commitment to, and thorough understanding of, the principles of customer service particularly applying to resolution

Initiative & Motivation

• Self-motivated, keen to have a real impact required.
• Demonstrated ability to plan, implement and manage change including high level analytical planning and decision making abilities

78671 | Procurement | Professional | PG04 | Allianz Partners | Full-Time | Temporary

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

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