Complaint & Dispute Resolution Officer at AIG

How you will create an impact

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 supporting 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. This role reports directly into UK Complaints and Dispute Resolution Manager.

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.
• Utilise 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 settlement terms, 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.
• Drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints.

What you’ll need to succeed

• 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.
• 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.