Dispute Resolution Officer

Travel External Dispute Resolution Officer

Brisbane | Hybrid Working | Shape Customer Outcomes Through Fair, Data-Driven Decisions

Are you passionate about resolving complex customer disputes while leveraging insights, technology and continuous improvement to drive better outcomes?

We're looking for a Travel External Dispute Resolution Officer to join our high-performing Complaints team and play a pivotal role in delivering customer-centric, regulator-ready dispute resolution across Australia and New Zealand.

This is an opportunity to work at the intersection of customer experience, regulatory excellence, operational risk, data insights, and continuous improvement, helping shape the future of dispute resolution in a rapidly evolving environment.

Why This Role?

As a trusted subject matter expert, you'll manage complaints escalated through AFCA and IFSO, applying critical thinking, evidence-based decision-making, and a strong understanding of regulatory frameworks to deliver fair and balanced outcomes.

You'll be empowered to:

✅ Resolve complex customer disputes end-to-end

✅ Drive customer-centric outcomes through informed decision making

✅ Identify trends, root causes and improvement opportunities

✅ Partner with stakeholders across Claims, Product, Medical and Customer Service

✅ Influence operational excellence through insights and continuous improvement initiatives

✅ Contribute to a culture of innovation, digital transformation and AI-enabled customer experience

What You'll Be Doing

• Investigate and resolve escalated customer complaints received through AFCA and IFSO.
• Apply expertise in ASIC RG271, Internal Dispute Resolution (IDR) and General Insurance Code of Practice requirements.
• Conduct thorough investigations, balancing customer, regulatory, commercial and reputational considerations.
• Prepare compelling, evidence-based submissions and responses to external dispute bodies.
• Leverage data, analytics and customer insights to identify complaint trends and systemic issues.
• Drive continuous improvement by translating complaint learnings into actionable business recommendations.
• Collaborate cross-functionally to enhance processes, customer outcomes and operational effectiveness.
• Maintain accurate reporting and governance frameworks to support risk and compliance obligations.
• Coach and influence stakeholders on dispute resolution best practice and customer advocacy.

What Success Looks Like

You are a strategic problem solver who combines emotional intelligence with analytical thinking. You thrive in complex environments, embrace technology, and understand how data and customer insights can drive meaningful change.

You bring:

✔ Experience managing AFCA, IFSO or external dispute resolution matters

✔ Strong knowledge of ASIC RG271 and complaint handling frameworks

✔ Insurance, financial services or regulatory complaint management experience

✔ Exceptional stakeholder engagement and negotiation skills

✔ Strong written communication and case management capabilities

✔ Ability to interpret policy wording and make fair, balanced decisions

✔ Experience identifying trends, conducting root cause analysis and delivering business improvement recommendations

✔ A growth mindset with curiosity around emerging technologies, automation and AI-driven efficiencies

AI & Future-Ready Mindset

We're seeking professionals who are excited by the future of work and can leverage modern tools to improve customer and business outcomes.

Experience or interest in the following will be highly regarded:

• AI-enabled productivity tools
• Data-driven decision making
• Predictive insights and trend analysis
• Digital transformation initiatives
• Process optimisation and automation
• Customer journey improvement
• Operational excellence frameworks
• Continuous improvement methodologies
• Innovation and change management
• Human-centred design thinking

What You'll Bring

• Proven conflict resolution, investigation and negotiation experience
• Strong risk and compliance awareness
• High attention to detail and sound judgement
• Ability to manage multiple priorities in a fast-paced environment
• Advanced stakeholder management skills
• Resilience, adaptability and a solutions-focused mindset
• Strong Microsoft Office capability and ability to quickly learn new platforms and technologies

Join Us

If you're passionate about customer advocacy, regulatory excellence, continuous improvement and leveraging innovation to deliver exceptional customer outcomes, we'd love to hear from you.

Apply now and help redefine dispute resolution through insight, empathy and future-ready thinking.

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. We are united by a shared commitment: to put our customers first and at the center of everything we do. Their needs inspire our thinking and guide our actions. Together, we can build an environment where everyone feels empowered and confident to explore, grow and shape a better future – for our customers and for 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. The foundation for this is our inclusive workplace, where people and performance both matter, and where integrity, fairness, inclusion and trust are at the heart of our culture. We therefore welcome applications regardless of race, 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.

Note: Having different strengths, experiences, perspectives and approaches is an integral part of Allianz‘ company culture. One means to achieve this is a regular rotation of Allianz employees across functions, Allianz entities and geographies. Therefore, Allianz expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.