SeniorCustomerResolutionsSpecialist

BE THE DIFFERENCE At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on. **The opportunity:** We have a fantastic opportunity for a Senior Customer Resolution Specialist to join our team at AIA and take your career to the next level by providing our customers with an exceptional and unrivalled experience. This is a permanent opportunity based in our Sydney or Melbourne office. **To do this successfully you will:** * Investigate and resolve escalated complaints including complex and/or specialised IDR complaints and EDR complaints (from external dispute bodies such as AFCA) * Manage customer complaints in line with regulatory and partner/fund SLAs * Prepare complaints to be presented to independent review committees * Provide recommendations to business stakeholders about resolving complaints **Successful applications will demonstrate:** * Experience working within the life insurance industry specifically Claims Assessment knowledge * Experience working with IDR or EDR complaints would be advantageous * The ability to build rapport with stakeholders across various levels * Strong Negotiation skills **Why choose AIA:** At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people. * Competitive salary + Bonus potential + Staff discounts * Four additional recharge days per year * Free membership to AIA Vitality health and wellbeing program * Hybrid Working – Ability to work in the office and WFH so employees can achieve a healthy balance between their work and personal life. * Opportunity to participate in one of our two discretionary performance incentive plans *