External Dispute Resolution Officer (Brisbane, QLD, AU, 4000)

Allianz
Brisbane
Workplace: HybridFull timeFunction: Healthcare (Clinical, Medical, Wellness)Skills: ["Analytical thinking","Written communication","Stakeholder management","Conflict resolution","Continuous improvement"]

Investigate and resolve complex travel insurance disputes referred through AFCA and IFSO, applying ASIC RG271 and internal dispute resolution requirements to deliver fair, consistent outcomes. Manage a portfolio of external disputes while balancing customer, regulatory, operational, and reputational considerations. Analyze evidence and policy wording, prepare professional submissions and determinations, liaise with customers and stakeholders, and identify complaint trends to drive continuous improvement.

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FursaFursa
Allianz
Allianz
1 week ago

External Dispute Resolution Officer (Brisbane, QLD, AU, 4000)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Investigate and resolve complex travel insurance disputes referred through AFCA and IFSO, applying ASIC RG271 and internal dispute resolution requirements to deliver fair, consistent outcomes. Manage a portfolio of external disputes while balancing customer, regulatory, operational, and reputational considerations. Analyze evidence and policy wording, prepare professional submissions and determinations, liaise with customers and stakeholders, and identify complaint trends to drive continuous improvement.
Location: Brisbane
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Healthcare (Clinical, Medical, Wellness)
Seniority: Mid level

Key Responsibilities

  • •Review and investigate travel insurance complaints referred via AFCA and IFSO.
  • •Manage a portfolio of external disputes and escalated complaints, balancing customer, regulatory, operational, and reputational considerations.
  • •Analyze evidence, interpret policy wording, and prepare detailed responses, submissions, and determinations.
  • •Liaise with customers, AFCA/IFSO, legal and claims teams, and other stakeholders to resolve disputes.
  • •Identify complaint trends and root causes, and deliver insights to support service and process improvements.

Pay and Benefits

Perks:Hybrid Working

Key Requirements

  • •Proven experience in external dispute resolution, complaints management, investigations, or customer advocacy within insurance or financial services.
  • •Strong understanding of AFCA processes and dispute resolution frameworks.
  • •Working knowledge of ASIC RG271 and internal dispute resolution requirements.
  • •Experience interpreting policy wording and applying regulatory requirements to complex cases.
  • •Exceptional written communication skills, including preparing professional submissions and customer correspondence.
Experience:InsuranceFinancial services
Skills:Analytical thinkingWritten communicationStakeholder managementConflict resolutionContinuous improvement

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