Complaints & Disputes Coordinator, Pacific

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At AIG, we are reimagining the way we help customers to manage risk. Join us as a Complaints Coordinator to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG’s Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers’ and AIG’s success.

The Complaints and Disputes Coordinator is a key role on the Australia/New Zealand Complaints team that is responsible for timely logging, assigning, and monitoring customer complaints and disputes in compliance with internal procedures. This role reports directly into the Pacific Complaints Manager, helping the company maintain regulatory compliance and improving AIG customers’ experience.

Key accountabilities will include but not limited to:

• Own the intake of customer complaint and dispute correspondence to ensure timely logging, coding, and assignment in the complaint management system.
• Maintain the relevant complaints mailboxes, keeping them organized with timely routing to the correct teams.
• Monitor daily reports to track internal / external adherence to the AIG complaint handling procedures / regulations.
• Monitor daily reports to identify data quality issues and communicate remedial actions to relevant teams to address data issues at the source.
• Coordinate lessons learned and training sessions to improve the quality of our business processes and data.
• Perform other administrative tasks to manage diary reports and take minutes for key meetings.
• Support the Pacific Complaints Manager on various initiatives and ad-hoc projects, where required.

What you’ll need to succeed

• Awareness of Australia and New Zealand regulatory frameworks, particularly related to complaint handling, is highly preferred.
• Highly organized and detailed oriented to ensure timely and efficient processes in compliance with strict internal and regulatory timeframes.
• Excellent communication skills, both written and verbal.
• Effective time management with ability to multi-task and prioritise to meet varying tasks and deadlines.
• Ability to contribute effectively within a team environment and with internal/external stakeholders at all levels and provide recommendations on process improvements.
• Is self-managed and motivated with a proactive and ’can-do’ attitude, demonstrates effective problem solving, and is solutions focused even when working under pressure.

Ready to make a bigger impact? We look forward to reviewing your application.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

We’re committed to creating a culture that truly respects and celebrates each other’s talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG’s greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.  If you believe you need a reasonable accommodation, please send an email to candidatecare@aig.com.  

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