Complaints and Disputes Officer

At AIG, we are reimagining the way we help customers to manage risk. Join us as a Complaints and Disputes Officer to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

AIG is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. AIG’s General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network. Operating for more than 50 years, AIG has established a reputation as a leading insurer and ally to our multinational, corporate and SME clients.

Make your mark in Business Operations

As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG’s Global Business Operations team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers’ and AIG’s success.

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 in Spain and Portugal, as well as drawing insights from the cases to identify lessons learnt 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 complaint is critical.
• Engage directly with local regulators to manage ombudsman complaints through resolution.
• Prepare reports for management across our business to provide insights for product and service improvements.
• Analyse data, identify root causes, and engage with businesses to review significant issues related to their areas that will add value to AIG.
• Drive service excellence by adhering to, and exceeding, regulatory timeframes as they relate to the management of complaints.

What you’ll need to succeed

• Strong 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 in Spanish, Portuguese, and English.
• 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, concerning Italy.
• 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.

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 belonging

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 our flexible work arrangements, diversity and inclusion learning, cultural awareness activities and Employee Resource Groups (ERGs). With global chapters, ERGs are a cornerstone for our culture of inclusion. The diversity 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 [email protected].  

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 [email protected].  

Functional Area:

OP - OperationsAIG PC Global Services, Inc.