Customer Advisor

Job description

CUSTOMER ADVISOR – CUSTOMER & OPERATIONS – AUSTRALIA WIDE

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.

• Act as a technical referral point for claims staff and assist in the development of technical claims knowledge.
• Act as an escalation point for technical advice and disputes.
• Identify trends through technical complaints escalation handling to drive improvement in customer and business outcomes.
• Support the execution of the Quality Assurance Framework, delivering training needs at an individual and team level in consultation with the manager.
• Support the onboarding of new staff members.
• Management of a portfolio of claims and positively influence claims cost outcomes through commercial decision making that is in the best interest of Allianz and the customer.
• Adhere to the General Insurance Code of Practice and timeframes when supporting the management of GI Claims.
• Establish and maintain effective working relationships across the entire Allianz business.
• Support the delivery and execution of Group TEX frameworks. 

About you

• Experience in claims assessment for a complex, matrixed general insurance organisation.
• 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.
• Ability to plan and prioritise effectively, organise tasks and manage competing priorities and demands.
• Ability to navigate complexity and ambiguity and provide pragmatic commercial solutions to meet stakeholder expectations.
• Proven capability to manage change through the initiation and promotion of organisational transformation, leveraging effective process, collaboration, and communication to foster commitment and participation.
• Excellent verbal and written communication skills, combined with the ability to balance understanding, empathy, and compassion with the best commercial outcome for AAL.
• A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.