Allianz Australia
Internal Dispute Resolution Specialist
Our purpose: We secure your future. Our promise is to give confidence in tomorrow.
Customer service and support
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why Allianz Australia
The Allianz Group is one of the world's leading insurers and asset managers with more than 100 million private and corporate customers in more than 70 countries. We are proud to be the Worldwide Insurance Partner of the Olympic & Paralympic Movements from 2021 until 2028 and to be recognized as one of the industry leaders in the Dow Jones Sustainability Index.
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. Join us and together, let’s care for tomorrow.
About the role
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
- Resolving customer concerns in a timely, accurate and compliant manner.
- Handling various types of complaints, this includes investigating and remediating compliance and privacy breaches, while adhering to the General Insurance Code of Practice guidelines and Regulatory Guide 271.
- Preparing notices for the Australian Financial Complaints Authority (AFCA) to ensure we adhere to our regulatory expectations, codes, and guidelines. Additionally, maintaining and monitoring our Complaint Management Systems.
- Through our High Care process, supporting customers who experience vulnerabilities in a manner that provides them with the utmost care, respect, and support.
- Collaborating with stakeholders to identify areas of improvement to enhance processes and services.
About you
- Extensive experience working in a customer complaint environment.
- Resilience and passion to thrive in a fast moving, challenging and customer driven environment.
- Ability to plan and prioritise effectively, organise tasks and manage competing resources and demands.
- High level of attention to detail
- Excellent written and verbal communication skills to enable meaningful conversations with customers, while also maintaining empathy and Allianz's customer values at all times.
Benefits and perks
- Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day!
- Flexible Work-Life Balance: Enjoy flexible and remote work options and workplace adjustments, with support for your work/life balance.
- Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources.
- Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer!
- For more details about our benefits, visit the Allianz Careers site.
What you'll be responsible for
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Relationship Building and Management
Develop, maintain, and prioritize relationships with key stakeholders to achieve specific goals
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Account Retention and Expansion
Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions
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Customer Query Handling
Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Prioritization
Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions
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Service orientation
Actively seeks and develops strategies to help key stakeholders
Meet the team
