Complaint and Dispute Officer

How you will create an impact

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 business operations, particularly as it relates to our Claims and Underwriting processes.

You will be responsible for managing the 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.

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.
• Assist with training, where required, involving the wider business of our Complaint Management process and the identification of complaints.
• 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.
• 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.

Ready to make a bigger impact? We look forward to reviewing your application.

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

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