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Dispute Resolution Specialist
Job Scope
To manage and resolve internal disputes, ensuring fair and timely outcomes. This role involves investigating complaints, analysing evidence, and communicating with stakeholders to reach resolutions that align with company policies and regulatory requirements.
Key Responsibilities
Complaints Handling & Resolution:
Manage and resolve customer complaints in a fair, objective, and timely manner, in accordance with ASIC RG 271 and internal policies.
Ensure acknowledgment of complaints within required timeframes and that resolutions or progress updates are provided in line with regulatory timelines .
Escalate complex or high-risk complaints appropriately and collaborate with relevant departments to reach satisfactory resolutions.
Regulatory & Code Compliance
Adhere to complaint handling obligations under ASIC RG 274, the Insurance Contracts Act, and the General Insurance Code of Practice.
Ensure all complaints are acknowledged promptly and resolved within required regulatory timeframes.
Maintain accurate records of all complaint interactions and outcomes in the complaint management system.
Customer
Receives, assesses, investigates and responds to all complaints and disputes referred in accordance with Allianz Partners complaint handling policy, appropriate regulatory, compliance and legal guidelines.
Liaises with complainants in a sensitive and appreciative manner with a customer-first mindset to resolve complaints as early in the process as possible.
Gathers appropriate evidence and conducts complex investigations to validate disputed claims.
Manage and resolve customer disputes by effectively handling inbound and outbound calls, ensuring clear communication, active listening, to achieve satisfactory resolutions and maintain high levels of customer satisfaction.
Keeps accurate and comprehensive records, reports complaints and privacy results and provides immediate feedback to relevant areas when necessary for service delivery improvement.
Manage complaint timelines within regulatory requirements for the local business.
Continuous Improvement
Identify opportunities for improvements, backed by customer experience trends and feed these opportunities to business.
Interface consistently with Internal and External Disputes Resolution team to ensure alignment in best practice dispute resolution approaches.
Continuously educate the wider Home Repair Team on complaints trends, best practice customer service and dispute avoidance techniques.
Qualifications/Experience
Demonstrated experience in a disputes/complaints resolution role with a proven track record within the financial services sector.
Demonstrated experience in providing a high level of customer service.
High levels of attention to detail and organisational skills, including time management, required.
Experience working with the General insurance Code of Practice (GICOP).
Software Skills
Moderate to High level of skill in MS Office Suite required.
Quick to adapt to new platforms, tools and software.
Communication
Excellent negotiation skills
Impeccable written and verbal communication skills
Experience in dealing with difficult customers, and ability to defuse escalated complaints.
Customer Service
Advanced customer service skills with a minimum of five years customer service experience with at least 1 year experience in complaints management or dispute resolution.
A proven commitment to, and thorough understanding of, the principles of customer service particularly applying to resolution
Initiative & Motivation
Self-motivated, keen to have a real impact required.
Demonstrated ability to plan, implement and manage change including high level analytical planning and decision making abilities
78671 | Procurement | Professional | PG04 | Allianz Partners | Full-Time | Temporary
Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.