Senior Dispute Resolution Officer, Allianz

Allianz

Location:
Australia, Brisbane

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The External Dispute Resolution Officer carries the responsibility for delivering market-leading customer service outcomes on customer disputes. You will play a crucial role in managing and resolving disputes by balancing commercial, regulatory, and reputational impacts through every decision ensuring optimal outcomes for all parties involved. It holds overall responsibility for a centralised complaints process, generating insight to improve customer outcomes in the AU and NZ business.

Job Responsibility:

Leverage a comprehensive understanding of ASIC Regulatory Guide 271 (RG 271) and the internal dispute resolution (IDR) process
Receive and review travel insurance complaints received via AFCA and/or IFSO
Conduct impartial and thorough investigations into each complaint
Make fair and reasonable decisions, taking into account all available evidence, relevant laws, regulations, and industry codes of practice
Communicate effectively with customers, internal stakeholders, and external parties
Manage and resolve customer disputes by effectively handling inbound and outbound calls
Keep accurate and comprehensive statistics and records
Prepare and issue written responses to AFCA and/or IFSO
Conduct root cause and cost-benefit analyses
Collaborate with other internal departments
Provide expert advice and insights on regulatory requirements and best practices
Regularly review and assess personal key performance indicators (KPIs)
Complete ad hoc tasks as required by the manager

Requirements:

Proven experience in conflict resolution, including negotiation and dispute investigation
Experience in communicating with the Australian Financial Complaints Authority (AFCA), Insurance and Financial Services Ombudsman (IFSO) along with a comprehensive understanding of their processes and the rules governing their decision-making
Ability to interpret and apply policy wording to deliver fair and reasonable dispute resolutions
Strong problem-solving, decision-making, and time management skills
Excellent verbal and written communication, simplifying complex issues
Experience in external dispute resolution in insurance or financial services industry
Strong analytical skills for assessing complex situations
Ability to engage effectively with customers and internal stakeholders
Attention to detail and adeptness at managing multiple tasks in a fast-paced environment
Comprehensive understanding of ASIC RG271 requirements and other relevant regulatory frameworks
Familiarity with travel insurance products and industry practices is desirable
Relevant qualifications in dispute resolution, law, or a related field are advantageous
Experience working with the General insurance Code of Practice (GICOP)

Nice to have:

Familiarity with travel insurance products and industry practices
Relevant qualifications in dispute resolution, law, or a related field

Additional Information:

Job Posted:
April 26, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Dispute Resolution Officer