Dispute Resolution Specialist
Allianz PartnersQueensland, Australia30+ days ago
Job descriptionAdhere to complaint handling obligations under ASIC RG 274, the Insurance Contracts Act, and the General Insurance Code of Practice. Ensure all complaints are acknowledged promptly and resolved within required regulatory timeframes. Maintain accurate records of all complaint interactions and outcomes in the complaint management system. Receive, assess, investigate and respond to all complaints and disputes referred in accordance with Allianz Partners complaint handling policy. Liaise with complainants in a sensitive and customer‑first manner to resolve complaints as early as possible. Gather evidence and conduct investigations to validate disputed claims. Handle inbound and outbound calls, ensuring clear communication and active listening to achieve satisfactory resolutions and maintain high customer satisfaction. Keep accurate records, report complaints and privacy results, and provide timely feedback to relevant areas. Manage complaint timelines within regulatory requirements for the local business. Identify opportunities for improvements, backed by customer experience trends, and feed these opportunities to the business. Interface consistently with Internal and External Disputes Resolution teams to ensure alignment in best practice dispute resolution approaches. Continuously educate the wider team on complaints trends, best practice customer service and dispute avoidance techniques. Demonstrated experience in disputes / complaints resolution within the financial services sector. High level of customer service experience. Strong attention to detail, organisational and time‑management skills. Experience with the General Insurance Code of Practice (GICOP). Moderate to high proficiency in MS Office Suite. Quick to adapt to new platforms, tools and software. Excellent negotiation and communication skills, written and verbal. Experience in handling difficult customers and diffusing escalated complaints. Advanced customer service skills with minimum five years of experience, at least one year in complaints management or dispute resolution. Self‑motivated with a real impact orientation. Demonstrated ability to plan, implement and manage change with high‑level analytical planning and decision‑making skills.
Join to apply for the Dispute Resolution Specialist role at Allianz Partners
Job Scope To manage and resolve internal disputes, ensuring fair and timely outcomes. This role involves investigating complaints, analysing evidence, and communicating with stakeholders to reach resolutions that align with company policies and regulatory requirements.
Key Responsibilities
- Manage and resolve customer complaints in a fair, objective, and timely manner, in accordance with ASIC RG 271 and internal policies.
- Ensure acknowledgment of complaints within required timeframes and that resolutions or progress updates are provided in line with regulatory timelines.
- Escalate complex or high‑risk complaints appropriately and collaborate with relevant departments to reach satisfactory resolutions.
Regulatory & Code Compliance
Customer Interaction
Continuous Improvement
Qualifications & Experience
Software Skills
Communication & Customer Service
Initiative & Motivation
Allianz Group is one of the most trusted insurance and asset management companies in the world. We embrace a diverse and inclusive workforce and are an equal‑opportunity employer. We encourage you to bring your whole self to work, regardless of ethnicity, age, gender, nationality, religion, disability or sexual orientation.
Join us. Let's care for tomorrow.
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Dispute Resolution Specialist • Queensland, Australia
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