Customer Advisor

At Allianz, we care for all the things that make you, you. For feeling like you belong. For a place where learning never stops. For growing new skills and opening up exciting possibilities. For your curiosity to thrive and help transform an industry. And when life twists, there's flexibility for balance and the support you need. We know that flexible work comes in different forms, that's why we're embracing hybrid teams - enabling employees to maintain a balance of working both in the office and remote, supporting the needs of both the business and individual. So, come and share your ideas, give back and feel proud to be part of a company doing work that matters across climate change and mental health. Let's care for everyone's tomorrow so we can create a better future together.

**Customer Advisor
- Customer Support | Property Claims | Flexible locations**

Are you looking to take the next step in your career by building on your insurance expertise to deliver a great customer experience and sharing your knowledge to coach and support claims teams?

**We're seeking an experienced insurance professional to join our Customer Support teams as a Customer Advisor**

We currently have a fantastic opportunity for a Customer Advisor who wants to develop a career in claims management and to join our expanding team. We are seeking to draw on the knowledge and experience you may have to assist our Customer Support Team in delivering industry best complaint practices. You will be responsible for the accurate and timely resolution of Complaints with a focus on delivering a fair and reasonable outcomes that reflects Allianz's philosophies, enhances the experience for our Customer and adheres to legal requirements.

As a Customer Advisor you will also be responsible for coaching and mentoring Claim Service Consultants empowering them with their decision-making, coaching for improvement and ultimately championing our Customer First philosophy in your day to day activities.

Sound interesting?

**What you should expect**

The role will provide you with a significant level of autonomy and in this we are seeking those with a proactive approach to their work. You will be working with a team of dedicated Customer Support Customer Advisors that aim to work collaboratively with internal/external stakeholders, improve outcomes and processes to resolve complaints and enhance the overall experience for our Customers.

**You'll be responsible for**:

- Deliver industry best practice by developing a rapport with customers, addressing the customers' concerns and providing reasons for the decisions made in a timely and professional manner
- Develop working relationships with internal and external stakeholders that facilitate the effective and efficient resolution of a complaint
- Ensure all complaints are managed within GICoP, legislative requirements and in line with internal policies/procedures including adherence to KPIs and SLAs
- Identify process improvements that may reduce complaints and result in in a better customer experience and outcome
- Anticipate and provide solutions to our customer's needs
- Understand and interpret Allianz policies and procedures

**Important to your success**

You will bring an ability to influence and manage multiple stakeholders across our business divisions. You are known for your strong customer focused solutions. In addition, you will be valued for:

- Extensive experience in claims handling, managing core and/or complex Property claims
- A passion for customer service including effective management of Internal and External Stakeholders
- Prior experience in coaching others for success
- Excellent communication skills both written and verbal
- Strong analytical skills
- ANZIIF/Industry equivalent qualifications (desirable)
- Possess knowledge of the Insurance Contracts Act, Insurance & Brokers Act, ASIC Debt Collection Guidelines and the Code of Practice,

**What's On Offer**

This role will present an exciting opportunity to join a global iconic insurance organisation, which is transforming through an exciting time of change and growth.

We recognise the contribution of our employees and reward our staff with a dedicated range of attractive benefits: hybrid working arrangements, a wide range of insurance, household, lifestyle and travel discounts available; variety of flexible leave options; on-going training and development opportunities.

We value integrity, customer focus, collaborative leadership and trust, and we are seeking people with the same values. We recognise our employees as our most valuable asset and are committed to helping people to build a long term career within a strong inclusive team culture.

**About us**

Allianz 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 feel