Complaints and Disputes Specialist
Melbourne, VIC, AU, 3000
COMPLAINTS AND DISPUTES SPECIALIST - CLUBMARINE – MELBOURNE, VIC
As the largest provider of boat insurance in Australia, Club Marine has been protecting the needs of boat enthusiasts since 1959. We’re actively involved in the boating community and committed to helping our customers take the worry out of boating, so they can enjoy their time on the water. Underwritten by Allianz Australia Insurance Limited, a member of the global Allianz Group, Club Marine is backed by one of Australia’s largest general insurers.
Join us and be part of a passionate team dedicated to making boating enjoyable and worry-free for everyone.
As a Complaints & Disputes Specialist, you will be a key member of our Complaints & Disputes Team, responsible for managing the end-to-end resolution of customer complaints through our Internal Dispute Resolution (IDR) process.
In this role, you'll be the voice of fairness for our customers — investigating complaints with empathy and rigour, navigating complex regulatory frameworks, and delivering outcomes that are timely, transparent, and just. You will play a critical role in upholding Allianz's regulatory obligations, championing fair customer outcomes, and driving continuous improvement across our complaints handling framework.
This is an opportunity to make a real impact — not only by resolving individual disputes, but by identifying systemic issues and contributing to a culture of service excellence at Club Marine.
About the role
- Manage a portfolio of complex customer complaints through the IDR process, ensuring timely and fair resolution within regulatory timeframes.
- Investigate complaints thoroughly, gathering evidence and applying sound judgement to reach well-reasoned outcomes.
- Prepare high-quality written responses to customers and AFCA, clearly articulating Club Marine's position with precision and empathy.
- Assist the Complaints & Disputes Manager with AFCA conciliation conferences and case management processes as required.
- Ensure compliance with the General Insurance Code of Practice (GICOP), ASIC RG 271, and AFCA rules and approaches.
- Conduct root cause analysis and identify complaint trends to drive systemic improvements and inform business strategy.
- Collaborate with Claims, Underwriting, Legal, and Compliance teams to resolve complex disputes and remove barriers to fair outcomes.
- Support the development and maintenance of complaints handling policies, procedures, and training materials.
- Provide guidance and coaching to frontline teams on complaint identification, escalation, and handling of vulnerable customers.
- Contribute to reporting on complaint volumes, themes, and resolution outcomes for leadership and regulatory purposes.
About you
- Essential Requirements
- Experience: Minimum 2 years' experience in complaints or dispute resolution within the general insurance industry (or a similarly regulated financial services environment).
- Regulatory knowledge: Strong technical knowledge of AFCA processes, rules, and approaches (particularly general insurance), the General Insurance Code of Practice (GICOP), and ASIC RG 271 Internal Dispute Resolution requirements.
- Written communication: Proven ability to draft clear, well-reasoned, and empathetic written responses to customers and external dispute resolution bodies.
- Verbal communication: Confident communicator who can explain complex decisions clearly to customers, stakeholders, and colleagues.
- Analytical skills: Strong problem-solving ability with keen attention to detail and a talent for identifying patterns and systemic issues.
- Collaboration: Proven ability to work effectively across teams, influence outcomes, and build productive relationships with internal and external stakeholders.
- Customer focus: A genuine commitment to fair customer outcomes, with the ability to handle sensitive and vulnerable customer interactions with care.
- Adaptability: Comfortable managing competing priorities in a fast-paced, regulated environment. A passion for leveraging emerging technologies to stay ahead in a rapidly evolving digital landscape.
- Desirable Requirements
- Experience with life insurance, superannuation, or financial advice complaints.
- Exposure to complaints management systems (e.g., RESPOND).
- Relevant tertiary qualifications in Law, Business, Finance, or a related field.
- Knowledge of the Privacy Act 1988 and its application to complaints handling.
- Experience within the marine/boating industry.
- Inclusive Culture: Join a supportive, open-minded team focused on customer outcomes, bringing your authentic self to work every day!
- Work-life balance: Enjoy our flexible, hybrid work arrangements, and tailored workplace adjustments, where possible.
- Career Development: Access mentoring, development and global mobility opportunities for growth and success, including access to over 10,000 learning resources.
- Financial and Well-being Perks: Enjoy discounts on Allianz products, retail, tech, and travel, plus financial wellness initiatives and the Employee Share Purchase Program- own a piece of your employer!
- For more details about our benefits, visit the Allianz Careers site.
About our culture
At Club Marine, we care about everything that makes you, you. We believe in a workplace that celebrates inclusion and equal opportunity, where people of all genders, ages, religions, sexual orientations and abilities are not only welcomed but valued for the unique perspectives and talents they bring to work. We’re committed to fostering an environment where everyone belongs and can thrive and reach their fullest potential.
Adjustments and support
If you require any support and adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@allianz.com.au for a confidential conversation.
Join us. Let’s care for tomorrow. www.allianz.com.au/careers
Important Notice:
Allianz will never contact you from an email address that does not end with ‘@allianz.com.au’ or another official Allianz domain. If you receive an email from an address like ’allianz.customerservice@gmail.com’” or ’allianz-support@yahoo.com’, it is not from Allianz and may likely be a scam.
Examples of official Allianz email addresses: john.smith@allianz.com.au | support@allianz.co.uk | jane.smith@allianz.com
If you are unsure about an email, please contact Allianz directly through our official website or customer service number.
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