Complaints & Disputes Officer, PacificAt 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.Make your mark in Business OperationsAs 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.How you will create an impactThe 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 have the opportunity to 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, as well as drawing insights from the cases to identify lessons learnt and to make sure we continue to listen, act and learn.Key accountabilities will include but are not limited to:Review, manage and resolve 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.Utilise your 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.Build meaningful relationships with customers, internal and external stakeholders, including AFCA & FSCL.Ensure fair and equitable outcomes for our customers in handling all complaints.Assist our Complaints and Disputes Manager with the preparation of reports for senior staff across our business in providing insights.Analyse data, identify root causes, and engage the business regarding significant issues related to their areas.Assist with training the wider business on our Complaint Management process and the identification of complaints.Drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints.What you'll need to succeedStrong dispute resolution experience and/or industry experience preferably within insurance.Understanding of our products, with a keen eye for detail and ability to follow processes, 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.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.
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