Member Response Consultant

This job is with Allianz Commercial, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

At Allianz, we're proud to be named one of the Best Workplaces in Australia 2025 and a Great Place to Work. As a leading global insurance and asset management brand, we prioritise care for our customers, the planet, and each other. We hire the very best people to further our commitment to caring and securing the future for our customers.

We offer an inclusive workplace where everyone feels like they belong, while promoting a culture of lifelong learning, development, and global mobility. Join us and share your ideas, be inspired, give back to the community and feel proud to be a part of an organisation doing meaningful work that matters while supporting sustainability, mental health, and well-being.

Let's care for tomorrow, so we can create a better future together, for everyone.

Review and manage complaints through the RAA Insurance (RAAI) internal dispute resolution (IDR) process. Adopt a proactive attitude toward prompt resolution, including and following up on enquiries and upholding service level agreements with complainants and key stakeholders. Prepare all documentation in a professional and timely manner and in accordance with the organisations IDR framework. Adhere to documented processes detailed in the knowledge management system to deliver consistent quality complaint outcomes. Use knowledge and experience to make sound customer service and commercial decisions that achieve acceptable outcomes for the Member and for RAA. Manage all complex and sensitive interactions, including but not limited to family violence, financial hardship and vulnerability, in accordance with organisational standards.

• Experience in managing home or motor claims, or a solid background in dispute resolution, complaints handling, or mediation within a regulated environment. Insurance experience is a plus.
• Demonstrates empathy and a compassionate approach when handling complaints, while exhibiting resilience and maturity to effectively manage complex and challenging cases.
• Exceptional communication and interpersonal skills, both verbal and written, with a strong customer service focus and the ability to conduct challenging negotiations effectively.
• Time management skills and the ability to work autonomously and/or collaboratively as part of a team under limited direction.
• Ability to use multiple pieces of information and apply knowledge, experience and critical thinking to form a position to make considered decisions or recommendations.
• Ability to interpret and review policies, relevant legislations and/or standard. Ideally, you will hold ANZIIF Insurance qualifications.
• A passion for leveraging emerging technologies to stay ahead in a fast-changing digital world.

• 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.

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. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and 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. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust.

We therefore welcome applications regardless of 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.

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