Dispute Resolution Specialist | Home Claims

Brisbane, QLD

Be the Voice of Fairness. Drive Better Customer Outcomes.

At Allianz Partners, we're committed to delivering exceptional experiences when customers need us most. We're seeking an experienced Dispute Resolution Specialist to join our Home Claims team and play a pivotal role in resolving complex customer complaints with fairness, empathy, and professionalism.

This role is ideal for a customer-focused professional who enjoys problem-solving, managing complex stakeholder relationships, and using insights to drive continuous improvement. As part of a future-focused organisation, you'll help shape better customer outcomes while working in an environment that embraces innovation, adaptability, digital capability, and continuous learning.

About the Role

As a Dispute Resolution Specialist, you will manage and investigate customer complaints and disputes from end to end, ensuring fair, timely, and compliant resolutions.

You will work closely with customers, internal stakeholders, and operational teams to identify root causes, assess evidence, communicate outcomes, and provide valuable insights that support enhanced customer experiences and operational excellence.

Key Responsibilities

Complaint Resolution

• Manage customer complaints and disputes in accordance with regulatory requirements and internal policies.
• Conduct thorough investigations and assess evidence to determine fair and balanced outcomes.
• Communicate with customers through written correspondence and telephone interactions.
• Effectively manage escalated and complex customer matters.
• Negotiate resolutions while maintaining positive customer relationships.
• Ensure complaint handling timeframes are met in line with legislative and regulatory obligations.

Regulatory Compliance

• Operate in accordance with ASIC complaint handling requirements and the General Insurance Code of Practice.
• Maintain accurate records and case documentation.
• Monitor complaint milestones and ensure compliance with required timeframes.

Stakeholder Engagement

• Build strong relationships across claims, operations, compliance, legal, and leadership teams.
• Collaborate with internal stakeholders to achieve customer-focused outcomes.
• Influence and negotiate effectively to resolve complex matters.

Continuous Improvement

• Analyse complaint trends and customer feedback to identify improvement opportunities.
• Share insights that enhance customer experiences and reduce future disputes.
• Contribute to a culture of continuous improvement, innovation, and operational excellence.
• Support the broader team in developing best-practice complaint handling capabilities.

What You'll Bring

Experience

• Experience in complaints management, dispute resolution, customer advocacy, or insurance claims.
• Previous experience within financial services or insurance is highly regarded.
• Knowledge of ASIC complaint handling requirements and the General Insurance Code of Practice.
• Experience managing escalated or complex customer matters.

Skills & Capabilities

• Strong analytical, investigative, and problem-solving skills.
• Exceptional written and verbal communication skills.
• High attention to detail and organisational capability.
• Excellent negotiation and stakeholder management skills.
• Ability to make informed decisions based on evidence, customer outcomes, and business requirements.

Future-Ready Mindset

• Strong digital literacy and proficiency across Microsoft Office applications.
• Comfortable adapting to new systems, technologies, and evolving ways of working.
• Ability to leverage customer insights, data, and trends to support decision-making.
• Demonstrated curiosity, continuous learning mindset, and a commitment to driving positive change.
• Adaptability and agility in a dynamic, customer-focused environment.

Why Allianz Partners?

• Join a global leader in insurance and assistance services.
• Be part of a collaborative and supportive team culture.
• Opportunity to make a meaningful impact on customer outcomes.
• Career development and growth opportunities within a global organisation.
• Work in an environment that values innovation, continuous improvement, and future-ready capabilities.
• Contribute to creating better customer experiences through insight-led decision-making and customer advocacy.

Ready to Make an Impact?

If you're passionate about delivering fair customer outcomes, solving complex problems, and helping shape exceptional customer experiences, we'd love to hear from you.

Apply now and join Allianz Partners. Dare to Care.

103397 | Underwriting | 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. 

Great to have you on board. Let's care for tomorrow.