Dispute Resolution Specialist | Multiple locations
At Allianz, we're proud to be one of the world's leading insurance and asset management brands, with a workforce as diverse as the world around us.
We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we're ready when they need it most.
We offer our people a workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility.
Join us and share your ideas, be inspired, give back and feel proud to be a part of an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.
Let's care for tomorrow, so we can create a better future together, for everyone.
You'll be responsible for
Resolve customer complaints in accordance with external dispute guidelines, policies and procedures, and related policy documents, in line with RG271, the General Insurance Code of Practice, AFCA's Rules, and the Insurance Contracts Act.
Engaging with stakeholders across a multitude of areas of General Insurance, such as Property, Motor, Commercial, and Farm.
Communicate with customers in a professional and empathetic manner to understand their concerns and provide updates in line with agreed timeframes as part of the complaints resolution process.
Collaborate with internal stakeholders, including Claims, Legal, Underwriting, Product, Risk, and Compliance teams, to ensure complaints are handled in accordance with company policies and regulatory requirements.
Develop and implement solutions to resolve customer complaints, including compensation, corrective actions, and process improvements.
Monitor and meet key performance indicators related to complaint resolution, such as response times, resolution rates, and customer satisfaction scores.
Identify appropriate external support services for customers experiencing vulnerability and prepare referrals where required.
About you
Extensive experience in external dispute resolution within the General Insurance industry (desirable ).
At least 12 months experience working with AFCA in General Insurance complaints.
In-depth knowledge of the General Insurance industry in Property and/or Motor (mandatory ).
Proven resilience in having difficult conversations with stakeholders and finding suitable solutions for complex complaints.
Ability to plan and prioritise effectively, work under pressure, and possess strong time management skills.
Excellent time management to meet deadlines, essential to complying with Allianz's regulatory requirements.
Pay high attention to details by completing tasks with thoroughness and accuracy.
Analytical skills and ability to review information and apply detailed written responses to AFCA and participate in conciliations on behalf of Allianz.
Excellent verbal and written communication skills, including negotiation, combined with the ability to balance understanding, empathy, and compassion to reach the best outcome.
What's on offer
Be part of a team that's open-minded, supportive, and genuinely focused on customer outcomes.
A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing, and our referral bonus scheme.
The opportunity to take part in our Employee Share Purchase Program - own a piece of your employer.
About Allianz
At Allianz, we care about everything that makes you, you.
We believe in an equitable workplace that celebrates diversity and inclusion, where people of all genders, ages, religions, sexual orientations, abilities, and work statuses are not only welcomed, but valued for the perspectives and talents they bring to work.
We are committed to fostering an environment where everyone can thrive, grow, and contribute their unique perspectives to our collective success and reach their fullest potential.
Adjustments and support
If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to ****** for a confidential conversation.
Join us.
Let's care for tomorrow.
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