Complaints & Disputes Officer 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.
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
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 while working with peers who have experience in complaints management.
You will manage complex and diverse complaint types, particularly as it relates to our Claims and Underwriting processes.
You will be responsible for managing the dispute from IDR to EDR, and drawing insights from the cases to identify lessons learnt.
Key accountabilities will include but are not limited to:
Reviewing, managing and resolving disputes ranging from simple to complex in accordance with the industry Code Of Practice, Fair Code NZ, AFCA Rules, FSCL rules, and Regulatory Guide 271.
Utilising strong technical skills to evaluate disputes and prepare related documentation.
Building meaningful relationships with customers and stakeholders, including AFCA & FSCL.
Ensuring fair and equitable outcomes for customers in handling all complaints.
Assisting the Complaints and Disputes Manager with preparing reports for senior staff.
Analysing data to identify root causes and significant issues.
Assisting with training the wider business on our Complaint Management process.
Driving service excellence by adhering to regulatory timeframes.
What you'll need to succeed
Strong dispute resolution experience and/or industry experience preferably within insurance.
Understanding of our products, with attention to detail and ability to meet deadlines.
Excellent communication skills, both verbally and written.
Effective decision making and time management skills.
Ability to manage complex matters confidently.
Strong computer literacy.
Understanding of Regulatory Guide 271.
Strong negotiation and problem-solving skills.
Good organizational skills and ability to handle multiple tasks simultaneously.
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
AIG is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks.
We invest in our largest asset, our people, through continuous learning and development.
Welcome to a culture of belonging
We're committed to creating a culture that respects and celebrates each other's talents and backgrounds.
AIG provides equal opportunity to all qualified individuals regardless of any legally protected categories.
AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.
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