Dispute Resolution Officer | VIC - Melbourne

Dispute Resolution Officer

Posted on 23-Jan-2020
Application Close Date: 20-Feb-2020
VIC - Melbourne
Position Type:
Full-time Permanent
Job Reference:
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Dispute Resolution Officer  


Allianz Australia, part of the global Allianz Group, is one of the country's leading providers of insurance and risk management products and services. ‎By ‎joining Allianz you are joining a company that offers a fast-paced, flexible ‎and ‎innovative work environment and a rewarding career.

We currently have a fantastic opportunity for a Dispute Resolution Officer who wants to develop a career in claims management. We are seeking to draw on the knowledge and experience you may have to assist our Dispute Resolution Team (DRT) in delivering industry best Dispute Resolution practices. You will be responsible for the accurate and timely resolution of Disputes, preparation of Notices of Responses to the AFCA, and other external schemes with a focus of  delivering a fair and reasonable outcomes that reflects Allianz's philosophies,  enhances the experience for our Customers and adheres to legal requirements.

Key responsibilities include:

  • Deliver industry best practices by developing a rapport with customers, addressing the customers' concerns and providing reasons for the decisions made in a timely and professional manner
  • Develop working relationships with internal and external stakeholders that facilitate the effective and efficient resolution of disputes
  • Review and action disputes to ensure the final decision is in line with AAL's principles, the PDS, policy limits and legal requirements
  • Lead the IDR forum and ensure participation and input from claims staff and other stakeholders where required
  • Ensure all disputes are handled within GICOP, legislative requirements and in line with internal policies/procedures including adherence to KPIs and SLAs
  • Ensure integrity of decision making, precedent setting and that disputes are handled with dispute costs and commercial considerations taken into account in all instances
  • Identify process improvements stemming from the handling of Disputes that reduces the number of matters escalating to EDR and / or the costs of dispute resolution and / or improves the customer experience


To be successful in this role you will have‎:‎

  • Legal qualifications or an appropriate professional a minimum 3 years' experience in managing a portfolio of claims or
  • Previous commercial claims is desirable
  • A working understanding of insurance legal principles
  • Excellent written and verbal communication skills
  • Strong problem solving and decision making skills
  • Demonstrated experience in dispute / conflict resolution
  • Ability to interpret and apply policy wording to factual scenarios
  • Demonstrated high level negotiation skills
  • A working understanding of Claim Denial Process



The Allianz career difference


As part of Allianz you'll join a global organisation that is stable, secure and rapidly growing. You'll also enjoy a flat structure with excellent exposure to senior management and stakeholders. Allianz also provides you with opportunities to receive discounts across our products and services, and advance your career. With 4,300 people, Allianz Australia is an outstanding place to learn, develop, grow and lead. Not only will a career with Allianz link you to a brand that's financially strong, but you'll be connected to a culture built on internal promotion, and making the most of your potential.

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