Complaints & Dispute Officer, Pacific at AIG

Melbourne, Victoria, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

InsuranceIndustries

Requirements

Strong dispute resolution experience and/or industry experience preferably within insurance
An understanding of our products, with a keen eye for detail and ability to follow process, meet deadlines and manage competing priorities
Excellent communication skills, both verbally and written
Effective and efficient decision making and time management skills with the ability to work unsupervised and under pressure
Ability to manage complex matters confidently and calmly
Strong computer/Multiple systems literacy is essential
A working understanding of Regulatory Guide 271 – Internal Dispute Resolution
Strong negotiation and problem-solving skills
The ability to manage conflicting priorities in a timely, efficient and risk-aware manner
Good organizational skills and ability to handle multiple tasks simultaneously
Process orientated to implement change and continuously review and identify process improvements to gain efficiencies

Responsibilities

Action customer complaints in adherence to the global and local complaints handling policies and procedures in the Pacific region
Utilise strong technical skills to evaluate disputes, determine whether to maintain or overturn previous decisions and prepare related documentation, such as final decision letters, claims settlement terms and/or AFCA submissions
Maintain strong stakeholder engagement skills, building meaningful relationships with customers, internal and external stakeholders
Ensure fair and equitable outcomes for our customers in handling all complaints
Assist the Complaints Manager with the preparation of reports for senior staff across our business in providing insights
Analyse data, identify root cause and engage the business as to significant issues related to their areas
Assist with training the wider business of our Complaint Management process and the identification of complaints
Drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints
Manage the dispute from IDR to EDR, as well as drawing insights from the cases to identify lessons learnt and to make sure we continue to listen, act and learn

Skills

Key technologies and capabilities for this role

Complaints ManagementDispute ResolutionClaims ProcessingUnderwritingStakeholder EngagementIDREDRAFCARegulatory ComplianceCustomer Service

Questions & Answers

Common questions about this position

What experience is required for the Complaints & Dispute Officer role?

Strong dispute resolution experience and/or industry experience preferably within insurance is required, along with an understanding of products, excellent communication skills, effective decision making, time management, and the ability to work unsupervised under pressure.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at AIG for this role?

The role offers opportunities to grow skills and experience as a valued team member, working with experienced peers in complaints management, in a global business operations team focused on innovation, cost efficiency, and delivering end-to-end services.

What makes a strong candidate for this Complaints Officer position?

Candidates with strong dispute resolution or insurance industry experience, technical skills to evaluate disputes, excellent stakeholder engagement and communication skills, and the ability to analyze data, identify root causes, and drive process improvements will stand out.

AIG

Global insurance provider for individuals and businesses

About AIG

AIG provides a variety of insurance products and services aimed at individuals, families, and businesses. Their offerings include life insurance, retirement planning, and commercial insurance, which help clients manage risk and protect their assets. AIG operates by underwriting insurance policies and managing risk, while also investing the premiums collected to generate income. This company stands out from competitors by not only focusing on traditional insurance but also emphasizing cybersecurity and data protection to keep clients' information safe. AIG's goal is to help clients achieve financial security and peace of mind through comprehensive insurance solutions.

New York City, New YorkHeadquarters

1919Year Founded

IPOCompany Stage

Cybersecurity, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision coverage

Flexible Spending Accounts (FSA)

401(k)

PTO

Commuter Expense Reimbursement Account

Risks

Sale of personal travel business may reduce AIG's market presence in travel insurance.

Expansion in Atlanta could pose financial risks if expected growth does not materialize.

Deconsolidation of Corebridge Financial might lead to loss of synergies and increased costs.

Differentiation

AIG offers a wide range of insurance products globally, serving diverse client needs.

Corebridge Financial, a subsidiary, enhances AIG's offerings in retirement planning and financial futures.

AIG emphasizes cybersecurity and data protection, ensuring clients' information remains secure.

Upsides

AI adoption in underwriting and claims processing enhances efficiency and reduces costs for AIG.

InsurTech partnerships offer AIG opportunities to enhance digital capabilities and drive innovation.

Telematics and usage-based insurance allow AIG to offer personalized and flexible products.

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