External Dispute Resolution Officer

Travel - External Disputes Officer

Brisbane, QLD

Help Shape Fair Customer Outcomes in a Complex, Evolving Insurance Environment

At Allianz Partners, we're committed to delivering exceptional customer experiences when they matter most. We're seeking an experienced External Dispute Resolution Officer to join our Travel Complaints team and play a pivotal role in resolving complex customer disputes across Australia and New Zealand.

This is an opportunity for a skilled dispute resolution professional who combines sound judgement, regulatory expertise, commercial awareness, and a passion for customer advocacy. You'll investigate complaints referred through external dispute resolution bodies, deliver fair and reasonable outcomes, and provide valuable insights that help improve our products, processes, and customer experience.

As customer expectations, regulatory obligations, and technology continue to evolve, you'll contribute to a team focused on continuous improvement, data-informed decision making, and building a future-ready complaints function.

About the Role

Reporting to the Travel Complaints Team Leader, you'll manage a portfolio of external disputes and escalated complaints, balancing customer, regulatory, operational, and reputational considerations.

Key responsibilities include:

• Reviewing and investigating travel insurance complaints referred via AFCA and IFSO.
• Applying ASIC RG271, the General Insurance Code of Practice, and internal dispute resolution requirements to achieve fair and consistent outcomes.
• Analysing evidence, interpreting policy wording, and preparing detailed responses and submissions.
• Liaising with customers, AFCA, IFSO, legal and claims teams, and other key stakeholders.
• Managing inbound and outbound communications to support positive customer experiences during the dispute resolution process.
• Identifying complaint trends, root causes, and opportunities for service and process improvements.
• Delivering insights that support operational excellence and customer outcome optimisation.
• Contributing to continuous improvement initiatives through data analysis, reporting, and knowledge sharing.
• Supporting organisational readiness for evolving regulatory, customer, and technology-driven changes.

What You'll Bring

We're looking for a customer-focused professional with strong analytical and dispute resolution capabilities.

Essential experience:

• Proven experience in external dispute resolution, complaints management, investigations, or customer advocacy within insurance or financial services.
• Strong understanding of AFCA processes and dispute resolution frameworks.
• Working knowledge of ASIC RG271 and Internal Dispute Resolution requirements.
• Experience interpreting policy wording and applying regulatory requirements to complex cases.
• Exceptional written communication skills, including preparing professional submissions, determinations, and customer correspondence.
• Strong negotiation, stakeholder management, and conflict resolution capabilities.
• Ability to manage multiple competing priorities while maintaining attention to detail.

Highly regarded:

• Travel insurance experience.
• Exposure to IFSO complaint processes.
• Experience working within General Insurance Code of Practice frameworks.
• Qualifications in law, dispute resolution, insurance, compliance, or a related discipline.
• Experience leveraging complaint data, customer insights, and trends to support business improvement initiatives.
• Familiarity with digital tools, workflow optimisation, or technology-enabled service improvements.

What Success Looks Like

You are someone who:

• Makes balanced, evidence-based decisions.
• Brings curiosity and critical thinking to complex investigations.
• Uses data and customer insights to inform recommendations.
• Embraces continuous improvement and innovative ways of working.
• Builds trusted relationships with customers and stakeholders alike.
• Thrives in a collaborative, fast-paced environment.
• Demonstrates adaptability in an increasingly digital and customer-centric landscape.
• Has a growth mindset and is comfortable navigating change.

Why Allianz Partners?

At Allianz Partners, you'll be part of a global organisation that values care, trust, excellence, responsibility, and connection.

We offer:

• Hybrid working arrangements.
• Career development and learning opportunities.
• Exposure to complex and meaningful work.
• A supportive and collaborative team environment.
• The opportunity to make a genuine impact on customer outcomes and business improvement.
• A culture that encourages continuous learning, innovation, and future-focused thinking.

If you're passionate about delivering fair outcomes, influencing positive change, and contributing to a forward-thinking complaints function, we'd love to hear from you.

Apply now and help us create better customer experiences through fair, insightful, and effective dispute resolution.