Senior Customer Resolutions Specialist

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. 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: At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people. 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, apply via the link today. Please note applications close Friday 24th July 2026