Resolution & Privacy Coordinator (6 months Fixed Term)

AIA Services New Zealand Limited; Auckland; On-site; NZD 70,000 - 90,000; Full time

Job summary

AIA is seeking a Resolution & Privacy Coordinator in Auckland to support investigations of customer complaints and Privacy Act requests. You will collaborate with the Resolution & Quality Assurance teams to ensure fair decisions and careful handling of privacy matters across the business.

You will strengthen trust by improving processes, communicating clearly with stakeholders, and contributing to compliant, customer‑centric outcomes.

Qualifications

• Experience investigating escalated complaints.
• Ability to manage Privacy Act requests with accuracy.
• Experience in financial services, insurance privacy is a plus.
• Strong attention to detail and fair decision making.

Responsibilities

• Investigate escalated complaints and support fair resolutions.
• Coordinate Privacy Act requests and deadlines.
• Collaborate with business teams to gather information and resolve issues.
• Review complex information to support accurate decisions.
• Improve complaint and privacy processes to boost efficiency.
• Respond to government information requests with privacy and compliance in mind.

Skills

Analytical skills

Clear communication

Customer focus

Stakeholder collaboration

Time management

Privacy/compliance knowledge

Job description

Your Role with Us

As a Resolution & Privacy Coordinator, you play an important role in helping customers feel heard, respected, and fairly treated. Working closely with the Resolution & Quality Assurance team, you support the investigation and resolution of significant customer complaints while helping manage Privacy Act requests with care and accuracy. This role offers the opportunity to build strong relationships across the business, collaborate with a range of stakeholders, and contribute to better customer outcomes. You will help strengthen trust in AIA by supporting fair decision-making, protecting personal information, and continuously improving the processes that enhance our customer experience.

Your Impact

• Investigate escalated customer complaints and support fair, timely, and respectful resolutions.
• Coordinate Privacy Act requests and complaint escalations to ensure obligations and deadlines are met.
• Collaborate with business teams to gather information, resolve issues, and deliver positive customer outcomes.
• Review and assess complex information to support accurate decisions and clear customer communications.
• Improve complaint and privacy processes to enhance efficiency, consistency, and customer trust.
• Respond to government information requests with accuracy while upholding privacy and compliance standards.

Your Capabilities

• You bring strong analytical skills and a high level of attention to detail when reviewing information and identifying fair outcomes.
• You have the ability to communicate clearly and professionally, adapting your approach for different audiences.
• You bring a customer‑focused mindset and consistently act with integrity, empathy, and sound judgement.
• You have experience building positive relationships and working collaboratively with a range of stakeholders.
• You bring strong organisation and time management skills, balancing priorities while delivering to deadlines.
• You may also have knowledge of financial services, insurance, privacy legislation, or risk and compliance practices.

Your Life at AIA

At AIA, your experience matters, and so does your impact. In return for your expertise, we offer a career where you can apply your skills to meaningful work that improves lives across Asia‑Pacific. You’ll enjoy flexible ways of working, competitive rewards, and access to continuous learning programs designed to keep you ahead in a rapidly changing world. Our collaborative culture values your ideas and empowers you to innovate, solve complex challenges, and contribute to our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

Better starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like. View our AIA LinkedIn page Bring your difference to AIA.

DEIB

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at [e-mail].

Recruitment Agencies

Our Talent team does not require any recruitment agency support.