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Senior Dispute Resolution Officer

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Allianz

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Location:
Australia , Brisbane

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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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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