Senior Customer Resolutions Specialist

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 unrivaled experience.

Responsibilities

• 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.

Qualifications

• 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.

Benefits

• 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.

Applications close Friday 12th June 2026.