Complaints and Disputes Officer, Spain & Portugal

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. Key Accountabilities

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 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 and arbitrators. Ensure fair and equitable outcomes for our customers when handling complaints. 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.

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 - Operations #J-18808-Ljbffr