External Dispute Resolution Specialist | Consumer | Multiple Locations
At Allianz, we're proud to be named one of the Best Workplaces in Australia 2024 and a Great Place to Work. We're one of the world's leading insurance and asset management brands, with a workforce as diverse as the world around us,which is why we hire the very best people to further our commitment to securing the future for our people and customers.
We offer an inclusive 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 to the community and feel proud to be a part an organisation doing meaningful work that matters while supporting sustainability, mental health, and well-being.
Let's care for tomorrow, so we can create a better future together, for everyone.
**About the role**:
- 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 complaint's resolution process.
- Resolve customer complaints in accordance with external dispute guidelines, policies and procedures, and related policy documents.
- 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**:
- Ability to plan and prioritize effectively, work under pressure, and strong time management and technical skills.
- In-depth knowledge of the General Insurance industry in Property and/or Motor (desirable)
- 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 (desirable)
- 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.
- Proven experience in legal and/or litigation (3-5 years' experience) (desirable)