Disputes Resolution

2 weeks ago

Auckland City, New Zealand Allianz Partners Full time

Global Insurance company based in Takapuna
- Flexible work practices, learning on-demand, inclusive leadership
- Be part of a culture that enables and empowers you to make an impact

**Enjoy a high-trust culture that empowers you to use your skills and abilities to achieve a meaningful impact**

**About the role?**

We are looking for a new team member in our Technical Claims Team to manage the dispute resolution process. In this position, you will be responsible for reviewing and evaluating complaints that cannot be resolved between the customer and our claims team.

In this role you will investigate the claim / complaint to understand and decide on the final outcome. You will need to be detailed focused to ensure that you take all relevant information into consideration. You will also need to be diplomatic and eloquent to guarantee that you deliver your outcome in a clear and concise way. In instances where the customer does not accept your decision, you will be the key liaison point with our external Dispute Resolution Provider, and where necessary represent us at the next stage which is a Dispute Tribunal hearing.

**You’ll be responsible for**:

- Process and respond to all disputes received within prescribed timelines and in accordance with internal and external requirements
- Prepare submissions to the FSCL/IFSO
- Contribute to initial training of new employees, and ongoing coaching around common causes of complaints
- Maintain required records of internal and external disputes resolution performance and provide relevant reporting
- Complete monthly audit on open and closed file reviews; provide feedback to relevant stakeholders on findings, ensuring action plans can be put in place
- Provide outputs and insights to the Head of Operations for reporting purposes
- Outline improvements and remedial action required.

**Important to your success**:
Ideally we are looking for someone who is experienced in working in Insurance, and has a comprehensive understanding of how the claims process works. You will be confident in communicating your message and using your common sense to interpret and understand policy wording. All disputes have defined deadlines to work within, so you will need to keep an eye on your pipeline to ensure deadlines are not missed.

Ideally you will have an understanding of the Fair Insurance Code and FSCL/IFSO Code as well as other relevant legislation.

Other skills and experience include:

- Previous experience in the provision of high quality and timely file review preferably in the insurance industry
- Strong attention to detail and ability to make the complex simple
- Demonstrated problem solving ability and decision making
- Excellent written and oral communication skills
- Ability to work under pressure, with ability to achieve outcomes, prioritise work, meet deadlines, and be personally motivated and resilient
- High level of professionalism, maturity and integrity in interactions
- Advanced user of Microsoft Excel, Microsoft Work and Microsoft PowerPoint
- Ability to multi task
- Tertiary or High education qualifications in a relevant discipline
- Demonstrated ability to build effective relationships at all levels both internally and externally with a strong customer focus

This is a great opportunity to join a small tightly knit team who work well together and provide an excellent service to our wider business.

**What’s on offer?**

Our employees play an important part in our success. We appreciate that each one has unique needs and ambitions and we enjoy being a part of their journey. You will feel supported to push your capabilities and explore new ideas with leaders who are open, transparent and encouraging. Plus, we offer a wide range of benefits to suit.

We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

**About us**

Helping people is at the core of what we do. We partner with some of New Zealand’s leading brands and embed a culture of going above and beyond for our customers.

Headquartered in Auckland’s North Shore, our team provides travel insurance, emergency assistance and pet insurance to our customers and partners throughout New Zealand, as well as health protection for inbound international students.

Allianz Partners is a global business and the world’s largest travel insurance and assistance provider. Allianz Partners’ worldwide presence means customers can rely on us 24/7 to deliver globally consistent services, implemented with local expertise.

As part of the Allianz Group, we have a stron

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