Resolution & Privacy Specialist

AIA; 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

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.