Internal Dispute Resolution Officer

What you do

The Internal Disputes Resolution Officer role ensures the prompt and efficient management of Internal Disputes Resolution (IDR) and disputes related to travel insurance products, in compliance with ASIC RG271. Key responsibilities include conducting thorough investigations, collaborating with internal departments for process improvements, and completing ad hoc tasks as required.

The role offers the opportunity to contribute to fair customer outcomes and enhance the overall customer experience.

Key responsibilities include:

• Receive and review travel insurance complaints from customers, ensuring all necessary details and documentation are obtained for thorough investigation.
• Conduct impartial and thorough investigations into each complaint, considering all relevant information and documentation provided by the customer and other relevant parties.
• Communicate effectively with customers, internal stakeholders, and external parties to gather additional information and provide updates on the progress of complaint investigations.
• Make fair and reasonable decisions, taking into account all available evidence, relevant laws, regulations, and industry codes of practice.
• Prepare and issue written responses to customers, clearly outlining the outcomes of complaint investigations and any proposed resolutions or remedies.
• 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.
• Analyse complaints in line with ASIC RG271 requirements, identifying any potential systemic issues and escalating them to the appropriate channels for further review and resolution.
• Maintain accurate and detailed records of all travel insurance complaints, including investigation findings, decisions made, and any remedial actions taken.
• Monitor and report on complaint handling activities, to ensure compliance with ASIC RG271 and other regulatory requirements.
• Regularly review and assess personal key performance indicators (KPIs) to ensure individual contributions align with team and organisational objectives. Utilise feedback and performance data to continuously improve personal effectiveness and achieve set targets.
• Collaborate with other internal departments, such as claims, medical, and customer service, to identify opportunities for process improvements and enhance customer experience.
• Complete ad hoc tasks as required by the manager to support the effective resolution of travel insurance complaints and the overall functioning of the disputes resolution process.

What you bring

• Proven experience in conflict resolution, including negotiation and disputes investigation.
• Ability to interpret and apply policy wording to deliver fair and reasonable disputes resolutions.
• Strong problem-solving, decision-making, and time management skills.
• Excellent verbal and written communication, simplifying complex issues.
• Sound knowledge of ASIC RG271 requirements and other relevant regulatory frameworks.
• Experience in internal dispute resolution within the insurance or financial services industry.
• Strong analytical skills to assess complex situations and make fair decisions.
• Ability to engage effectively with customers and internal stakeholders.
• Attention to detail and adeptness at managing multiple tasks in a fast-paced environment.
• Familiarity with travel insurance products and industry practices is desirable.
• Relevant qualifications in dispute resolution, law, or a related field are advantageous.

What we offer
 

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring  that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance

61900 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

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