Customer Support Specialist | Customer & Operations | Multiple Locations
At Allianz, we’re proud to be named one of the Best Workplaces in Australia 2025 and a Great Place to Work. As a leading global insurance and asset management brand, we prioritise care for our customers, the planet, and each other. We hire the very best people to further our commitment to caring and securing the future for our 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 of 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
* Respond to customer feedback as part of our Voice of Customer initiative
* Serve as a technical referral point for claims specialists, assisting in the development of their technical claims knowledge.
* Act as an escalation point for technical advice and customer complaints, providing expert guidance to resolve complex service or technical issues.
* Identify trends through handling technical complaints escalations to drive improvements in customer and business outcomes.
* Assurance Support: Support the execution of the Quality Assurance Framework by delivering training needs at both individual and team levels in consultation with the manager.
* Assist in the onboarding process of new staff members, ensuring they are well-equipped with the necessary technical knowledge.
* Manage a portfolio of early claims-related complaints, positively influencing claims cost outcomes through commercial decision-making that benefits both Allianz and the customer.
About You
* Proactive ways of working, with customer obsession mindset and early resolution approach
* Proven capability to manage change through the initiation and promotion of organizational transformation
* Excellent written and verbal communication skills, capable of communicating with clarity, impact, and influence.
* Experience in claims assessment/management role for a complex, matrixed general insurance organization.
* Tertiary qualifications in a relevant discipline and/or Australian and New Zealand Institute of Insurance and Finance (ANZIFF)/Industry equivalent.
* Demonstrated experience in coaching and developing a claims team at a technical level.
* High level knowledge and understanding of property claims products.
* Ability to plan and prioritize effectively, organize tasks, and manage competing priorities and demands.
* Ability to navigate complexity and ambiguity and provide pragmatic commercial solutions to meet stakeholder expectations.
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