Internal Dispute Resolution Officer

Allianz Partners; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working arrangements

Career development opportunities

Inclusive team culture

Global organisation presence

Process improvement initiatives

Job summary

Allianz Partners is seeking an Internal Dispute Resolution Officer to join the Travel Complaints team in Brisbane, with hybrid working options. You will manage complex customer complaints from investigation to resolution, ensuring regulatory compliance and fair outcomes across Australia and New Zealand.

The role emphasizes stakeholder engagement, data-driven insights, and continuous improvement to enhance customer experiences within a fast-paced financial services environment.

Qualifications

• Experience in complaints management, dispute resolution or financial services.
• Strong understanding of complaint handling frameworks and regulatory requirements.
• Experience with General Insurance Code of Practice or equivalent frameworks.
• Excellent written and verbal communication skills.

Responsibilities

• Investigate and resolve complex customer complaints from investigation to resolution.
• Gather evidence and review disputed claims to support fair outcomes.
• Maintain accurate records, reporting and insights on complaints.
• Analyze trends and identify opportunities to improve customer experiences and processes.
• Collaborate with stakeholders to drive continuous improvement and smarter ways of working.

Skills

Complaints management

Dispute resolution

Customer advocacy

Regulatory compliance

Financial services experience

Job description

Travel Internal Dispute Resolution Officer

Brisbane | Hybrid Working Available

At Allianz Partners, we're committed to delivering exceptional customer outcomes when it matters most. We are seeking an experienced Internal Dispute Resolution Officer to join our Travel Complaints team and play a critical role in resolving customer complaints, improving processes, and driving positive customer experiences across Australia and New Zealand.

This is an opportunity for a customer-focused professional with experience in complaints management, dispute resolution, or financial services who thrives in a fast-paced environment where customer advocacy, analytical thinking, and continuous improvement are highly valued.

What You'll Be Doing

As our Internal Dispute Resolution Officer, you'll manage complex customer complaints and disputes from investigation through to resolution while ensuring compliance with regulatory requirements and industry standards.

Key Responsibilities

• Investigate and resolve customer complaints and disputes in accordance with regulatory and business requirements.
• Conduct detailed reviews of disputed claims and gather evidence to support fair and balanced outcomes.
• Manage inbound and outbound customer conversations with empathy, professionalism, and a customer-first mindset.
• Ensure complaint handling timeframes are met within regulatory obligations.
• Maintain accurate records, reporting, and complaint insights.
• Analyse complaint trends and identify opportunities to improve customer experiences, processes, systems, and service delivery.
• Partner with key stakeholders across the business to influence positive change and improve operational outcomes.
• Contribute to a culture of continuous improvement by leveraging customer insights and emerging technologies to support smarter ways of working.
• Collaborate with internal and external dispute resolution teams to ensure best-practice complaint management approaches.

About You

We're looking for someone who combines strong investigation skills with excellent stakeholder management and customer advocacy capabilities.

You'll Bring

• Proven experience in complaints management, dispute resolution, customer advocacy, or internal dispute resolution within financial services or insurance.
• Strong understanding of customer complaint handling frameworks and regulatory requirements.
• Experience working with the General Insurance Code of Practice (GICOP) or equivalent complaint resolution frameworks.
• Exceptional written and verbal communication skills.
• Strong negotiation and conflict resolution capabilities.
• Demonstrated ability to manage challenging customer interactions and de-escalate complex situations.
• Excellent attention to detail, time management, and organisational skills.
• Advanced customer service experience with a genuine passion for achieving fair customer outcomes.
• Strong analytical skills with the ability to identify trends and recommend improvements.
• Confidence working with data, technology, digital platforms, and evolving business tools.

Why Join Allianz Partners?

At Allianz Partners, we're building a workplace that embraces innovation, customer-centricity, and continuous improvement. You'll join a collaborative team where your insights directly influence customer outcomes and business improvements.

What We Offer

• Competitive salary and employee benefits.
• Hybrid and flexible working arrangements.
• Career development and progression opportunities.
• Supportive and inclusive team culture.
• Global organisation with strong local presence.
• Opportunities to contribute to process improvement, digital transformation, and customer experience initiatives.

107691 | Operations | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Join us. Let's care for tomorrow.