Internal Dispute Resolution Officer

Internal Dispute Resolution Officer

Reporting to the Travel Complaints Team Leader, the Internal Dispute Resolution Officer carries the responsibility for delivering market-leading customer service outcomes on customer disputes in line with business, legal, contractual and regulatory expectations. It holds overall responsibility for a centralised complaints process, generating insight to improve customer outcomes in the AU and NZ businesses.

Key Responsibilities:

• 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 compliance to ASIC RG271.
• 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 statistics and 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
• Analyse complaint data to identify improvements to sales and service call handling techniques, systems, practices and processes.
• Develops meaningful relationships with all internal and external stakeholders across all levels.
• Negotiates and influences at senior level, developing a strong understanding of stakeholder current and future requirements
• Adhere to the risk management and compliance obligations relevant to each position and comply with policies, processes, and training requirements.
• Report and escalate risk and compliance related concerns, issues, and failures to management.
• Identify, document and communicate risk and compliance exposures including fraud and corruption in operational areas or departments.
• Integrate compliance obligations, risk assessment and the risk management process into business practices.

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).
• 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

Software Skills:

• Moderate to High level of skill in MS Office Suite required.
• Quick to adapt to new platforms, tools and software

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.

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.