Complaint and Dispute Administrator

Job Description

What you need to know:

The Complaints and Disputes Administrator is a key role on the Global 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 Complaints Manager, helping the company maintain regulatory compliance and improving AIG customers' experience.

What you will do:

• 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.

What we are looking for:

• Awareness of Insurance or Financial Service regulatory frameworks, particularly related to complaint handling, is highly preferred.
• Highly organized and detailed oriented to ensure timely and efficient 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 prioritize 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.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

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.

Reimagining insurance to make a bigger difference to the world

American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world's most far-reaching property casualty networks. It is an exciting time to join us — across our operations, we are thinking in new and innovative ways to deliver ever-better solutions to our customers. At AIG, you can go further to support individuals, businesses, and communities, helping them to manage risk, respond to times of uncertainty and discover new potential. We invest in our largest asset, our people, through continuous learning and development, in a culture that celebrates everyone for who they are and what they want to become.

Welcome to a culture of inclusion

We're committed to creating a culture that truly respects and celebrates each other's talents, backgrounds, cultures, opinions and goals. We foster a culture of inclusion and belonging through learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The talent of our people is one of AIG's greatest assets, and we are honored that our drive for positive change has been recognized by numerous recent awards and accreditations.

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

Preference will be given to previously disadvantaged candidates in line with the company's Employment Equity Plan. Specific preference will be given to people with disabilities.

Functional Area:

CP - ComplianceAIG South Africa