Dispute Resolution Specialist
Vor 5 Tagen
This is a Dispute Resolution Specialist role with one of the leading companies in AU right now 🔥 -- Allianz Australia -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Allianz Australia 🧐🧐
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 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 and, 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** - In-depth knowledge of the General Insurance industry in Property and/or Motor (**mandatory**) - Extensive experience in dispute resolution within the General Insurance industry (**desirable**) - Resilience to advocate for and challenge positions to find fair and reasonable solutions for complex complaints. - Ability to plan and prioritise effectively, work under pressure, and 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. - Excellent verbal and written communication skills, including negotiation, combined with the ability to balance understanding, empathy and compassion in order to reach the best outcome. - For external dispute resolution, at least **24 months** experience working with AFCA in General Insurance complaints and analytical skills and ability to review information and apply to detailed written responses to AFCA and participate in conciliations on behalf of Allianz. - For external dispute resolution, proven experience in legal and/or litigation (3-5 years experience) (**desirable**) **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. - insurance products. 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.
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