BE THE DIFFERENCE At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The opportunity:

We have a fantastic opportunity for a Senior Customer Resolution Specialist to join our team at AIA and take your career to the next level by providing our customers with an exceptional and unrivalled experience. This is a permanent opportunity based in our Sydney or Melbourne office.

Responsibilities (aka to do this successfully you will):

- Investigate and resolve escalated complaints including complex and/or specialised IDR complaints and EDR complaints (from external dispute bodies such as AFCA)
- Manage customer complaints in line with regulatory and partner/fund SLAs
- Prepare complaints to be presented to independent review committees
- Provide recommendations to business stakeholders about resolving complaints

Successful applications will demonstrate:

- Experience working within the life insurance industry specifically Claims Assessment knowledge
- Experience working with IDR or EDR complaints would be advantageous
- The ability to build rapport with stakeholders across various levels
- Strong Negotiation skills

Why choose AIA:

- Competitive salary + Bonus potential + Staff discounts
- Four additional recharge days per year
- Free membership to AIA Vitality health and wellbeing program




- Hybrid Working – Ability to work in the office and WFH so employees can achieve a healthy balance between their work and personal life.
- Opportunity to participate in one of our two discretionary performance incentive plans
- Career development programs to develop our leaders of tomorrow
- Discounted health, life insurance and financial advice

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.

Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year. AIA is different.

Are you? If you want to be part of an organisation that helps people live better every single day,

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It's about finding new ways to not only better people's lives, but to better the communities and environments we live in.

As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century.

And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030.

If you work at AIA, you play an key part in this movement.

Which is why we give you every opportunity to learn, grow and shape your career - your way.

Inspiring and supporting you to thrive - not just at work, but in life.

Believe in better with AIA.

View our AIA LinkedIn page

Bring your difference to AIA

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📌 Senior Customer Resolutions Specialist - Claims (New South Wales)
🏢 Aia Hong Kong And Macau
📍 New South Wales