The Internal Dispute Resolution Officer role ensures the prompt and efficient management of Internal Dispute Resolution (IDR) and disputes related to travel insurance products, in compliance with ASIC RG271. Key responsibilities include conducting thorough investigations, collaborating with internal departments for process improvements, and completing ad hoc tasks as required.
The role offers the opportunity to contribute to fair customer outcomes and enhance the overall customer experience.
Key responsibilities include: Receive and review travel insurance complaints from customers, ensuring all necessary details and documentation are obtained for thorough investigation.Conduct impartial and thorough investigations into each complaint, considering all relevant information and documentation provided by the customer and other relevant parties.Communicate effectively with customers, internal stakeholders, and external parties to gather additional information and provide updates on the progress of complaint investigations.Make fair and reasonable decisions, taking into account all available evidence, relevant laws, regulations, and industry codes of practice.Prepare and issue written responses to customers, clearly outlining the outcomes of complaint investigations and any proposed resolutions or remedies.Manage and resolve customer disputes by effectively handling inbound and outbound calls, ensuring clear communication and active listening to achieve satisfactory resolutions and maintain high levels of customer satisfaction.Analyse complaints in line with ASIC RG271 requirements, identifying any potential systemic issues and escalating them to the appropriate channels for further review and resolution.Maintain accurate and detailed records of all travel insurance complaints, including investigation findings, decisions made, and any remedial actions taken.What you bring Proven experience in conflict resolution, including negotiation and dispute investigation.Ability to interpret and apply policy wording to deliver fair and reasonable dispute resolutions.Familiarity with travel insurance products and industry practices is desirable.Relevant qualifications in dispute resolution, law, or a related field are advantageous.Sound knowledge of ASIC RG271 requirements and other relevant regulatory frameworks.Strong problem-solving, decision-making, and time management skills.Excellent verbal and written communication skills, simplifying complex issues.Strong analytical skills to assess complex situations and make fair decisions.Ability to engage effectively with customers and internal stakeholders.What we offer Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs and ambitions.
We empower and encourage you with your personal and professional development by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is a key priority for us, which is why we build Work Well programs to provide you with peace of mind and flexibility in planning for a better work-life balance.
Diversity and inclusion are core values at Allianz Partners Australia. We embrace individuals of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples. Our support extends to standing in solidarity with the LGBTIQA+ community, reaffirming our dedication to equality and inclusivity for all.
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