Complaints & Dispute Officer, Pacific
Complaints & Dispute Officer, Pacific
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Job Description
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At 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. Its an opportunity to grow your skills and experience as a valued member of the team.
Make your mark in Business Operations
As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions AIGs Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers and AIGs success.
How you will create an impact
The Complaints Officer role offers the successful candidate the opportunity to further their complaints management career whilst working with highly experienced complaints management peers. You will have the opportunity to manage complex and diverse complaint types and learn about AIGs business operations particularly our Claims and Underwriting processes.
You will be responsible for managing internal and external disputes from receipt through resolution 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 not limited to:
Action customer complaints in adherence to the global and local complaints handling policies and procedures in the Pacific region.
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/FSCL submissions.
Maintain strong stakeholder engagement skills building meaningful relationships with customers internal and external stakeholders
Ensure fair and equitable outcomes for our customers in handling all complaint is critical
Assist the Complaints Manager with the preparation of reports and insight for senior management across our business is an important aspect of this role.
Analyse data identify root causes and engage with the business on issues related to their areas will result in you adding significant value to AIG
Assist with training the wider business of 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 youll need to succeed
Strong dispute resolution experience and/or industry experience preferably within insurance.
An understanding of our products with a keen eye for detail and ability to follow process meet deadlines and manage competing priorities.
Excellent communication skills both verbally and written.
Effective and efficient 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
The ability to manage conflicting priorities in a timely efficient and risk-aware manner.
Good organizational skills and ability to handle multiple tasks simultaneously.
Process orientated to implement change and continuously review and identify process improvements to gain efficiencies
Ready to maximize your impact We would love to hear from you.
At AIG we value in-person collaboration as a vital part of our culture which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive connected environment for our team and clients alike.
Enjoy benefits that take care of what matters
At AIG our people are our greatest asset. We know how important it is to protect and invest in whats most important to you. That is why we created our Total Rewards Program a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health wellbeing and financial securityas well as your professional developmentto bring peace of mind to you and your family.
Reimagining insurance to make a bigger difference to the world
American International Group Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the worlds most far-reaching property casualty networks. It is an exciting time to join us across our operations we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG you can go further to support individuals businesses and communities helping them to manage risk respond to times of uncertainty and discover new potential. We invest in our largest asset our people through continuous learning and development in a culture that celebrates everyone for who they are and what they want to become.
Welcome to a culture of inclusion
Were committed to creating a culture that truly respects and celebrates each others talents backgrounds cultures opinions and goals. We foster a culture of inclusion and belonging through learning cultural awareness activities and Employee Resource Groups (ERGs). With global chapters ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIGs greatest assets and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.
AIG provides equal opportunity to all qualified individuals regardless of race color religion age gender gender expression national origin veteran status disability or any other legally protected categories.
AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities. If you believe you need a reasonable accommodation please send an email to .
Functional Area:
OP - OperationsAIG Australia LimitedRequired Experience:
Unclear Seniority
Employment Type
Full-Time
