Complaints and Disputes Officer

About the role

The Complaints and Disputes Officer role offers the successful candidate the opportunity to step into or further their complaints management career. You will have the opportunity to operate within a complex and diverse complaint environment and learn about AIG's global business operations, particularly as it relates to our Claims and Underwriting processes. You will be responsible for managing the dispute resolution processes across multiple countries, as well as drawing insights from the cases to identify lessons learned and to make sure we continue to listen, act and learn. Key accountabilities will include but not limited to: Review, manage and resolve simple to complex disputes from start to finish in accordance with all applicable in country laws and regulations, including referrals from the relevant arbitration services. Utilize your strong technical skills to evaluate disputes, determine whether to maintain or overturn previous decisions, and prepare related documentation, such as final decision letters, claims settlementterms, and/or regulatory submissions. Build AIG's relationships with customers, internal and external stakeholders, including regulator bodies/arbitrators. Ensure fair and equitable outcomes for our customers in handling all complaints is critical. -Prepare reports for senior staff across our business in providing insights is an important aspect of this role. Assist with training, where required, involving the wider business of our Complaint Management process and the identification of complaints. -Drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints.

Requirements

• Dispute resolution experience and/ or industry experience preferably within insurance.
• Understanding of our products, with a keen eye for detail and ability to follow process, meet deadlines and manage competing priorities.
• Excellent communication skills, both verbally and written.
• Multi-lingual language proficiency highly preferred (English and Spanish).
• Effective and efficient decision making and time management skills, with the ability to work unsupervised and under tight deadlines.
• Ability to manage complex matters confidently and calmly.
• Strong computer/multiple systems literacy is essential.
• A working understanding of complaint handling regulatory requirements.
• Strong negotiation and problem-solving skills.
• Ability to manage conflicting priorities in a timely, efficient and risk-aware manner.
• Good organizational skills and ability to handle multiple tasks simultaneously.
• -Process orientated to implement change and continuously review and identify process improvements to gain efficiencies.
• #LI-CY1
• At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.
• Enjoy benefits that take care of what matters
• Reimagining insurance to make a bigger difference to the world
• Welcome to a culture of inclusion

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