Senior Customer Resolutions Specialist

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OtherSolutions Specialist

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Quick Summary

Overview

BE THE DIFFERENCEAt AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us.

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OtherSolutions Specialist

BE THE DIFFERENCE
At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The opportunity:

We have a fantastic opportunity for a Senior Customer Resolution Specialist to join our team at AIA and take your career to the next level by providing our customers with an exceptional and unrivalled experience.

This is a permanent opportunity based in our Sydney or Melbourne office.

Investigate and resolve escalated complaints including complex and/or specialised IDR complaints and EDR complaints (from external dispute bodies such as AFCA)
Manage customer complaints in line with regulatory and partner/fund SLAs
Prepare complaints to be presented to independent review committees
Provide recommendations to business stakeholders about resolving complaints

Experience working within the life insurance industry specifically Claims Assessment knowledge
Experience working with IDR or EDR complaints would be advantageous
The ability to build rapport with stakeholders across various levels
Strong Negotiation skills