Internal Dispute Resolution Officer

Job description

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.