Complaint & Dispute Resolution Officer in Croydon

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Complaints and Disputes Officer to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

AIG is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. AIG’s General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.

As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG’s Global Business Operations team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers’ and AIG’s success.

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.

AIG provides equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories. AIG is committed to working with and providing reasonable accommodations to job applicants and employees with disabilities.