Complaints & Disputes Officer Locations: Melbourne, Auckland
Time Type: Full time
Posted on: Posted 2 Days Ago
Time left to apply: End Date: October 27, 2024 (22 days left to apply)
Job Requisition ID: JR2404761
At AIG, we are reimagining the way we help customers to manage risk. Join us as a Complaints and Disputes Officer to play your part in that transformation. It's an opportunity to grow your skills and experience as a valued member of the team.
AIG 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. AIG's General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network. Operating for more than 50 years, AIG has established a reputation as a leading insurer and ally to our multinational, corporate and SME clients.
Make your mark in Business Operations As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG's Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers' and AIG's success.
How you will create an impact The Complaints and Disputes Officer role offers the successful candidate the opportunity to further their complaints management career and work with peers who have experience in complaints management. You will manage complex and diverse complaint types and learn about AIG's business operations, particularly as it relates to our Claims and Underwriting processes.
You will be responsible for managing the dispute from IDR to EDR, drawing insights from the cases to identify lessons learnt and ensure we continue to listen, act and learn.
Key accountabilities will include but are not limited to:
Reviewing, managing and resolving disputes ranging from simple to complex from start to finish in accordance with the industry Code Of Practice, Fair Code NZ, The Australia Financial Complaints Authority (AFCA) Rules, Financial Services Complaints Ltd rules (FSCL), Regulatory Guide 271 (Corporations Act) CTH (1988) and the Australian and New Zealand Complaints Management Standard. Utilising strong technical skills to evaluate disputes, determine whether to maintain or overturn previous decisions, and prepare related documentation, such as final decision letters, claims settlement terms and/or AFCA submissions. Building meaningful relationships with customers, internal and external stakeholders, including AFCA & FSCL. Ensuring fair and equitable outcomes for our customers in handling all complaints. Assisting our Complaints and Disputes Manager with the preparation of reports for senior staff across our business in providing insights. Analysing data, identifying root causes and engaging the business on significant issues related to their areas. Assisting with training the wider business on our Complaint Management process and the identification of complaints. Driving service excellence by adhering to and exceeding regulatory timeframes as they relate to the management of complaints. What you'll need to succeed Strong dispute resolution experience and/or industry experience preferably within insurance. An understanding of our products, with a keen eye for detail and ability to follow process, meet deadlines and manage competing priorities. Excellent communication skills, both verbally and written. Effective decision-making and time management skills with the ability to work unsupervised and under pressure. Ability to manage complex matters confidently and calmly. Strong computer/multiple systems literacy is essential. A working understanding of Regulatory Guide 271 – Internal Dispute Resolution. Strong negotiation and problem-solving skills. The ability to manage conflicting priorities in a timely, efficient and risk-aware manner. Good organizational skills and ability to handle multiple tasks simultaneously. Process-oriented to implement change and continuously review and identify process improvements to gain efficiencies. Tertiary qualifications in legal, finance or similar will be highly regarded. Ready to make a bigger impact? We look forward to reviewing your application.
Reimagining insurance to make a bigger difference to the world American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.
Welcome to a culture of belonging We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions, and goals. We foster a culture of inclusion and belonging through our flexible work arrangements, diversity and inclusion learning, cultural awareness activities, and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.
AIG provides 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. AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation, please send an email to ******.
About Us At AIG, helping people discover new potential is our purpose. As a global risk leader, we do this for our clients every day. Through our deep expertise in their industries and our innovative solutions that help them smartly manage risk, we enable their growth in ways they never thought possible.
But we also do the same thing for our employees, because we know our people are our greatest strength-the source of every insight, every idea, and every innovation. When we're working as one team to do what's right for our colleagues and our communities, we can achieve excellence together. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.
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