Complaints and Disputes Specialist

Allianz
Melbourne
Workplace: HybridFull timeFunction: Data Science & Machine LearningExperience: 2+ yearsSkills: ["Empathy","Rigour","Written communication","Verbal communication","Collaboration","Analytical thinking","Problem-solving","Customer focus","Adaptability"]

Manage the end-to-end resolution of complex customer complaints through Club Marine’s Internal Dispute Resolution (IDR) process. Investigate matters using evidence and sound judgement, and produce clear written responses for customers and AFCA while meeting regulatory timeframes. Partner with Claims, Underwriting, Legal, and Compliance to drive fair outcomes, perform root-cause analysis, and support continuous improvement to complaints handling policies and training.

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FursaFursa
Allianz
Allianz
1 day ago

Complaints and Disputes Specialist

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Last checked: 12 hours agoStatus: Live

Job Summary

Manage the end-to-end resolution of complex customer complaints through Club Marine’s Internal Dispute Resolution (IDR) process. Investigate matters using evidence and sound judgement, and produce clear written responses for customers and AFCA while meeting regulatory timeframes. Partner with Claims, Underwriting, Legal, and Compliance to drive fair outcomes, perform root-cause analysis, and support continuous improvement to complaints handling policies and training.
Location: Melbourne
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Science & Machine Learning

Key Responsibilities

  • •Manage a portfolio of complex customer complaints through the IDR process, ensuring timely and fair resolution within regulatory timeframes.
  • •Investigate complaints thoroughly by gathering evidence and applying sound judgement to reach well-reasoned outcomes.
  • •Prepare high-quality written responses to customers and AFCA that clearly articulate the position with precision and empathy.
  • •Support the Complaints & Disputes Manager with AFCA conciliation conferences and case management as required.
  • •Conduct root cause analysis to identify complaint trends and drive systemic improvements across complaints handling.

Pay and Benefits

Perks:Learning BudgetEquity

Key Requirements

  • •Minimum 2 years’ experience in complaints or dispute resolution within general insurance or a similarly regulated financial services environment.
  • •Strong technical knowledge of AFCA processes/rules and requirements for Internal Dispute Resolution (GICOP and ASIC RG 271).
  • •Ability to draft clear, well-reasoned, empathetic written responses to customers and external dispute resolution bodies.
  • •Confident verbal communicator who can explain complex decisions to customers, stakeholders, and colleagues.
  • •Strong analytical and problem-solving skills, including attention to detail and pattern/systemic-issue identification.
Experience:2+ yearsGeneral insuranceFinancial servicesRegulated environment
Skills:EmpathyRigourWritten communicationVerbal communicationCollaborationAnalytical thinkingProblem-solvingCustomer focusAdaptability
Tech Stack:RESPOND

Company Brief

Allianz
Global insurance and financial services group offering property-casualty insurance, life and health insurance, asset management, and corporate risk solutions to individuals, businesses, and institutions across more than 70 countries.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 1890
WebsiteLinkedIn