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SalarySenior Dispute Resolution Specialist | Multiple locationsAt Allianz, we're proud to be one of the world's leading insurance and asset management brands, with a workforce as diverse as the world around us.We care about our customers, which is why we hire the very best people to further our commitment to securing the future of our customers, partners, and the community so we're ready when they need it most.We offer our people a 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 and feel proud to be a part an organisation doing meaningful work that matters like tackling climate change, mental health, and well-being.Let's care for tomorrow, so we can create a better future together, for everyone.You'll be responsible for
- Coaching, mentoring, and supporting Dispute Resolution Specialists to drive customer obsession and outperformance.
- Supporting Team Manager with general duties and on-the job training e.g. onboarding new starters as required.
- Resolving customer complaints in accordance with internal and external dispute guidelines, policies and procedures, and related policy documents and, in line with RG271, the General Insurance Code of Practice, AFCA considerations, and the Insurance Contracts Act.
- Collaborating 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.
- Monitoring and meeting key performance indicators related to complaint resolution, such as response times, resolution rates, and customer satisfaction scores.
- Identifying appropriate external support services for customers experiencing vulnerability and prepare referrals where required.
- Extensive experience in Dispute Resolution within the insurance industry
- Experience in coaching, mentoring, and training.
- Ability to have difficult conversations and find suitable solutions for complex complaints
- Ability to approach a problem from numerous perspectives and apply critical thinking
- Ability to plan and prioritise effectively, work under pressure and strong time management skills
- 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
- Be part of a team that's open-minded, supportive, and genuinely focused on customer outcomes.
- A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
- An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
- Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
- insurance products. Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
- Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
- The opportunity to take part in our Employee Share Purchase Program- own a piece of your employer.
