At AIG, we are reimagining the way we help customers to manage risk. Join us as a Complaints Coordinator to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.
Make your mark in Complaints
As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG’s Global Business Operations & IT 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.
How You Will Create An Impact
The Complaints and Disputes Coordinator is a key role on the Australia/New Zealand Complaints team that is responsible for timely logging, assigning, and monitoring customer complaints and disputes in compliance with internal procedures. This role reports directly into the Pacific Complaints Manager, helping the company maintain regulatory compliance and improving AIG customers’ experience.
Key Accountabilities
- Own the intake of customer complaint and dispute correspondence to ensure timely logging, coding, and assignment in the complaint management system.
- Maintain the relevant complaints mailboxes, keeping them organized with timely routing to the correct teams.
- Monitor daily reports to track internal / external adherence to the AIG complaint handling procedures / regulations.
- Monitor daily reports to identify data quality issues and communicate remedial actions to relevant teams to address data issues at the source.
- Coordinate lessons learned and training sessions to improve the quality of our business processes and data.
- Perform other administrative tasks to manage diary reports and take minutes for key meetings.
- Support the Pacific Complaints Manager on various initiatives and ad‑hoc projects, where required.
What You’ll Need To Succeed
- Awareness of Australia and New Zealand regulatory frameworks, particularly related to complaint handling, is highly preferred.
- Highly organized and detailed oriented to ensure timely and effective processes in compliance with strict internal and regulatory timeframes.
- Excellent communication skills, both written and verbal.
- Effective time management with ability to multi‑task and prioritise to meet varying tasks and deadlines.
- Ability to contribute effectively within a team environment and with internal/external stakeholders at all levels and provide recommendations on process improvements.
- Is self‑managed and motivated with a proactive and ’can‑do’ attitude, demonstrates effective problem solving, and is solutions focused even when working under pressure.
Ready to make a bigger impact? We look forward to reviewing your application.
Enjoy Benefits That Take Care Of What Matters
At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most important to you. That is why we created our Total Rewards Program, a comprehensive benefits package that extends beyond time spent at work to offer benefits focused on your health, wellbeing and financial security—as well as your professional development—to bring peace of mind to you and your family.
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. If you believe you need a reasonable accommodation, please send an email to .
Functional Area: CP - Compliance
AIG Australia Limited
#J-18808-Ljbffr
📌 Complaints & Disputes Coordinator, Pacific (Melbourne)
🏢 Aig
📍 Melbourne