Complaints Support Advisor | VIC - Melbourne

Job reference number: ALL/1428169-V

When you work at Allianz, you're part of a strong global insurer, helping to protect over 3 million Australians. We value diverse thinking, so your ideas and innovative mindset will be warmly welcomed. You'll experience a friendly environment working with talented people, where you'll be included and have your capabilities recognised. And you'll be supported to reach your full potential and enjoy an enriching career.

Allianz has been undertaking a companywide Complaints handling transformation project to improve the organisations' customer complaints management capability. This initiative included changes to systems, people and culture, governance and processes.

Customer & Partner Services is looking for Complaints Support Advisors to support the Complaints Management Framework by monitor, escalate and, where appropriate assist the business to resolve complaints within required time frames.

The Complaints Support Advisors will monitor the progress of Customer Service complaints via the Complaints Management System to ensure they are managed in line with Allianz's contractual, regulatory and statutory requirements and customer expectations, and where required assist the business with timely remediation and practical solutions to customer concerns.

We are looking for candidates with experience in Insurance Claims or Policy Services, Legal Practice or Complaints Management.

Key responsibilities include:

  • Monitor dashboards to ensure all complaints are handled within GICOP, legislative requirements and in line with internal policies/procedures.
  • Continuous communication with Customer Service Divisions tracking resolutions in accordance with internal policy, procedure and relevant Regulatory Guides
  • Escalate complaints where necessary and where required assist the business with timely remediation and solutions to customer issues.
  • Take a leading role in reporting to the business & Corporate Governance on issues identified through the complaints management process, including systemic issues
  • Identify key trends and remedies to provide structured feedback to business units for coaching and policy enhancements to improve customer experiences
  • Support the development of Allianz Australia's complaints policies and procedures.

The successful candidate will:

  • Have at least 3 years' experience in Insurance Claims or Policy Services, Legal Practice or Complaints Management
  • Have exposure to dispute resolution within insurance, banking or finance
  • Demonstrated resilience with an ability to manage challenging interactions and complex matters
  • Demonstrated ability to investigate verbal and written complaints that have been escalated both internally and via third party authorities
  • The ability to generate commercial and fair resolutions to complex problems
  • Have the ability to provide effective professional feedback & coaching
  • Working understanding of the Insurance Contracts Act, the General Insurance Code of Practice or experience in interpreting regulatory guidelines/legislation
  • Tertiary qualifications in Legal, Dispute Resolution or Compliance will be highly valued


At Allianz we value high performance. We recognize the contribution of our employees and reward our staff with a dedicated range of attractive benefits such as Insurance, Household, Lifestyle and Travel discounts, Salary Packaging, and access to a Variety of flexible leave options

If you are looking to be challenged in your role, have opportunities for career development and be secure in your future as part of a strong global business, apply today and see where a career at Allianz can take you.

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