Customer Advisor- Customer Support Team | Flexible locations at Allianz Insurance

📍 Job Overview

Job Title: Customer Advisor - Customer Support Team | Flexible Locations
Company: Allianz Insurance
Location: Sydney, New South Wales, Australia; Perth, Western Australia, Australia; Brisbane, Queensland, Australia; Darwin, Northern Territory, Australia; Melbourne, Victoria, Australia; Adelaide, South Australia, Australia; Hobart, Tasmania, Australia
Job Type: Full-Time
Category: Customer Support & Operations
Date Posted: 2025-06-13
Experience Level: 2-5 years
Remote Status: On-site/Hybrid (Flexible locations)

🚀 Role Summary

Serve as the primary point of contact for customers, handling feedback, and resolving complex service or technical issues.
Provide expert guidance and technical advice to claims specialists and customers, driving improvements in customer and business outcomes.
Manage a portfolio of early claims-related complaints, positively influencing claims cost outcomes through commercial decision-making.
Support the execution of the Quality Assurance Framework by delivering training needs and assisting in the onboarding process of new staff members.

📝 Enhancement Note: This role requires a strong customer focus, excellent communication skills, and the ability to navigate complexity and ambiguity. The flexible location option allows for a better work-life balance while still providing on-site support when needed.

💻 Primary Responsibilities

Customer Feedback & Resolution: Respond to customer feedback as part of the Voice of Customer initiative and serve as a technical referral point for claims specialists.
Technical Advice & Escalation: Act as an escalation point for technical advice and customer complaints, providing expert guidance to resolve complex service or technical issues.
Trend Identification & Improvement: Identify trends through handling technical complaints escalations to drive improvements in customer and business outcomes.
Quality Assurance & Training: Support the execution of the Quality Assurance Framework by delivering training needs at both individual and team levels in consultation with the manager.
Staff Onboarding & Support: Assist in the onboarding process of new staff members, ensuring they are well-equipped with the necessary technical knowledge.
Claims Management: Manage a portfolio of early claims-related complaints, positively influencing claims cost outcomes through commercial decision-making that benefits both Allianz and the customer.

📝 Enhancement Note: This role involves a high level of customer interaction and problem-solving, requiring strong communication skills and the ability to manage competing priorities and demands effectively.

🎓 Skills & Qualifications

Education: Tertiary qualifications in a relevant discipline and/or Australian and New Zealand Institute of Insurance and Finance (ANZIFF)/Industry equivalent.

Experience: Proven experience in claims assessment/management role for a complex, matrixed general insurance organization.

Required Skills:

Proactive ways of working, with customer obsession mindset and early resolution approach
Excellent written and verbal communication skills, capable of communicating with clarity, impact, and influence
High level knowledge and understanding of property claims products
Ability to plan and prioritize effectively, organize tasks, and manage competing priorities and demands
Ability to navigate complexity and ambiguity and provide pragmatic commercial solutions to meet stakeholder expectations

Preferred Skills:

Demonstrated experience in coaching and developing a claims team at a technical level
Proven capability to manage change through the initiation and promotion of organizational transformation

📝 Enhancement Note: While not explicitly stated, having experience with customer relationship management (CRM) software and familiarity with insurance industry-specific tools would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Interaction Cases: Prepare case studies demonstrating your ability to handle complex customer interactions and resolve technical issues effectively.
Training & Development: Highlight any training or coaching programs you've led or participated in, focusing on claims management and technical knowledge development.
Claims Management Projects: Showcase your experience in managing early claims-related complaints, emphasizing the positive impact you've made on claims cost outcomes.

Technical Documentation:

Process Improvement Documentation: Include any process improvement initiatives you've led or contributed to, focusing on driving better customer and business outcomes.
Training Materials: Prepare any training materials or guides you've created to share your technical knowledge with others.
Performance Metrics: Document your performance metrics and key achievements in claims management and customer support roles.

📝 Enhancement Note: As this role involves managing early claims-related complaints, consider including examples of how you've successfully negotiated and resolved complex claims cases to demonstrate your commercial decision-making skills.

💵 Compensation & Benefits

Salary Range: AU$75,000 - AU$90,000 per annum (Based on market research for similar roles in Australia)

Benefits:

Competitive salary and benefits package
Flexible working arrangements, including flexible locations
Career development opportunities and training programs
Employee assistance programs, focusing on mental health and well-being
Sustainability initiatives and community involvement opportunities

Working Hours: Full-time position with standard business hours (Monday to Friday, 9:00 AM to 5:00 PM), with flexibility for occasional overtime or weekend work as needed.

📝 Enhancement Note: The salary range provided is an estimate based on market research for similar roles in Australia. Actual compensation may vary depending on experience, qualifications, and the specific location of the role.

🎯 Team & Company Context

🏢 Company Culture

Industry: Allianz is a leading global insurance and asset management brand, operating in over 70 countries worldwide. The company prioritizes care for its customers, the planet, and its employees, fostering a culture of lifelong learning, development, and global mobility.

Company Size: Medium to large-sized organization, employing over 147,000 people globally, providing ample opportunities for career growth and internal mobility.

Founded: 1890, with a rich history and strong reputation in the insurance industry.

Team Structure:

The Customer & Operations team consists of various departments, including Customer Support, Claims, and Underwriting, working collaboratively to deliver exceptional customer experiences and drive business outcomes.
The team is led by experienced managers who foster a supportive and inclusive work environment, promoting professional development and growth.

Development Methodology:

Allianz follows an Agile approach to project management, focusing on continuous improvement, customer satisfaction, and delivering high-quality products and services.
The company encourages innovation, creativity, and a test-and-learn mindset, allowing employees to experiment with new ideas and tools to drive better outcomes.

Company Website: https://www.allianz.com/

📝 Enhancement Note: Allianz's global presence and commitment to sustainability, mental health, and well-being make it an attractive employer for professionals seeking a meaningful and fulfilling career in the insurance industry.

📈 Career & Growth Analysis

Customer Support Career Level: This role is positioned at the intermediate level within the Customer Support career path, with opportunities for progression into senior and leadership roles as you develop your expertise and demonstrate strong performance.

Reporting Structure: The Customer Advisor reports directly to the Customer Support Manager, who oversees the day-to-day operations of the team and provides guidance and support to help team members grow and succeed in their roles.

Technical Impact: In this role, you will have a direct impact on customer satisfaction and business outcomes by resolving complex technical issues, identifying trends, and driving process improvements. Your technical expertise and commercial decision-making will play a crucial role in shaping the customer experience and influencing claims cost outcomes.

Growth Opportunities:

Technical Specialization: Develop your expertise in specific areas of claims management or customer support, becoming a subject matter expert and driving best practices within the team.
Team Leadership: Demonstrate strong performance and leadership potential to progress into a team lead or management role, overseeing the day-to-day operations of the team and supporting the development of your colleagues.
Cross-functional Collaboration: Work closely with other departments, such as Claims and Underwriting, to gain a holistic understanding of the insurance value chain and identify opportunities for process improvement and innovation.

📝 Enhancement Note: Allianz's commitment to career development and internal mobility provides ample opportunities for professionals to grow and advance within the organization, both horizontally and vertically.

🌐 Work Environment

Office Type: Allianz operates in a hybrid work environment, combining on-site and remote work options to provide flexibility and support work-life balance.

Office Location(s):

Sydney, New South Wales, Australia
Perth, Western Australia, Australia
Brisbane, Queensland, Australia
Darwin, Northern Territory, Australia
Melbourne, Victoria, Australia
Adelaide, South Australia, Australia
Hobart, Tasmania, Australia

Workspace Context:

Collaborative Environment: Allianz fosters a collaborative and inclusive work environment, encouraging open communication and knowledge sharing among team members.
Modern Workspace: The company provides modern, well-equipped workspaces with access to the latest tools and technologies to support productivity and innovation.
Flexible Work Arrangements: Allianz offers flexible work arrangements, including part-time work, job sharing, and flexible hours, to accommodate employees' personal and professional commitments.

Work Schedule: Full-time position with standard business hours (Monday to Friday, 9:00 AM to 5:00 PM), with flexibility for occasional overtime or weekend work as needed to support business operations and customer needs.

📝 Enhancement Note: Allianz's commitment to work-life balance and flexible work arrangements makes it an attractive employer for professionals seeking a supportive and inclusive work environment that prioritizes employee well-being and personal growth.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess your communication skills, customer focus, and technical knowledge in claims management.
Behavioral & Technical Assessment: A comprehensive assessment to evaluate your problem-solving skills, commercial decision-making, and ability to navigate complexity and ambiguity in a customer support context.
Final Interview: A face-to-face or video interview with the hiring manager and other key stakeholders to discuss your fit within the team, cultural alignment, and long-term career goals.

Portfolio Review Tips:

Customer Interaction Cases: Prepare detailed case studies demonstrating your ability to handle complex customer interactions and resolve technical issues effectively, highlighting the positive impact you've made on customer satisfaction and business outcomes.
Training & Development: Highlight any training or coaching programs you've led or participated in, focusing on claims management and technical knowledge development, and discuss the lessons learned and best practices you've implemented.
Claims Management Projects: Showcase your experience in managing early claims-related complaints, emphasizing the positive impact you've made on claims cost outcomes and customer satisfaction through commercial decision-making and process improvement initiatives.

Technical Challenge Preparation:

Claims Management Scenarios: Familiarize yourself with common claims management scenarios and practice applying your technical knowledge and commercial decision-making skills to resolve complex claims cases effectively.
Process Improvement: Research Allianz's approach to process improvement and prepare examples of how you've driven improvements in customer support and claims management processes in previous roles.
Customer Obsession: Brush up on Allianz's customer obsession mindset and prepare examples of how you've gone above and beyond to deliver exceptional customer experiences and drive customer satisfaction in your previous roles.

📝 Enhancement Note: The interview process for this role is designed to assess your technical expertise, commercial decision-making, and cultural fit within the Allianz team. By preparing thoroughly and demonstrating your customer focus, problem-solving skills, and technical knowledge, you'll increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Customer Support Technologies:

Customer Relationship Management (CRM) Software: Familiarity with CRM software, such as Salesforce or Microsoft Dynamics 365, is beneficial for managing customer interactions and tracking customer feedback.
Claims Management Software: Experience with insurance industry-specific claims management software is essential for managing early claims-related complaints and influencing claims cost outcomes.
Communication & Collaboration Tools: Proficiency in using communication and collaboration tools, such as Microsoft Office Suite, Slack, or Microsoft Teams, is required for working effectively within a remote or hybrid team environment.

Data Analysis & Visualization Tools:

Business Intelligence (BI) Tools: Familiarity with BI tools, such as Power BI or Tableau, can help you identify trends and drive data-informed decision-making in customer support and claims management processes.
Data Visualization: Strong data visualization skills can help you communicate complex data insights effectively to stakeholders, driving better customer and business outcomes.

📝 Enhancement Note: While this role does not require proficiency in web development or server administration technologies, having experience with customer relationship management software, claims management software, and data analysis tools can help you excel in the Customer Advisor role and drive better customer and business outcomes.

👥 Team Culture & Values

Customer Support Values:

Customer Obsession: Allianz prioritizes care for its customers, fostering a customer-centric culture that puts the customer at the heart of every decision and action.
Integrity & Respect: The company values integrity and respect, promoting a culture of honesty, fairness, and inclusivity in all interactions with customers, colleagues, and stakeholders.
Excellence: Allianz strives for excellence in all aspects of its operations, continuously improving processes, and driving high-quality customer experiences and business outcomes.
Collaboration: The company fosters a collaborative work environment, encouraging open communication, knowledge sharing, and teamwork to drive better results.

Collaboration Style:

Cross-functional Integration: Allianz encourages cross-functional collaboration between departments, such as Customer Support, Claims, and Underwriting, to deliver exceptional customer experiences and drive business outcomes.
Code Review Culture: While not explicitly stated, fostering a code review culture can help ensure the quality and consistency of customer interactions and claims management processes across the team.
Knowledge Sharing: Allianz promotes a culture of knowledge sharing, encouraging team members to share their expertise and learn from one another to drive continuous improvement and innovation.

📝 Enhancement Note: Allianz's customer-centric culture, commitment to excellence, and emphasis on collaboration make it an attractive employer for professionals seeking a supportive and inclusive work environment that prioritizes customer satisfaction and business outcomes.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Customer Interactions: Manage complex customer interactions and resolve technical issues effectively, balancing customer expectations with commercial decision-making and process improvement initiatives.
Claims Management: Develop a deep understanding of Allianz's claims management processes and identify opportunities for improvement, driving better customer and business outcomes through commercial decision-making and process optimization.
Data Analysis: Leverage data analysis and visualization tools to identify trends, track customer feedback, and drive data-informed decision-making in customer support and claims management processes.
Process Improvement: Continuously improve customer support and claims management processes, driving better customer satisfaction and business outcomes through commercial decision-making and process optimization.

Learning & Development Opportunities:

Technical Specialization: Develop your expertise in specific areas of claims management or customer support, becoming a subject matter expert and driving best practices within the team.
Leadership Development: Demonstrate strong performance and leadership potential to progress into a team lead or management role, overseeing the day-to-day operations of the team and supporting the development of your colleagues.
Cross-functional Collaboration: Work closely with other departments, such as Claims and Underwriting, to gain a holistic understanding of the insurance value chain and identify opportunities for process improvement and innovation.

📝 Enhancement Note: Allianz's commitment to career development and internal mobility provides ample opportunities for professionals to grow and advance within the organization, both horizontally and vertically, by taking on new challenges and developing their skills and expertise in customer support and claims management.

💡 Interview Preparation

Technical Questions:

Claims Management Scenarios: Prepare for technical questions related to claims management scenarios, demonstrating your ability to resolve complex claims cases effectively and drive positive customer and business outcomes through commercial decision-making and process optimization.
Data Analysis & Visualization: Brush up on your data analysis and visualization skills, preparing for questions related to identifying trends, tracking customer feedback, and driving data-informed decision-making in customer support and claims management processes.
Process Improvement: Research Allianz's approach to process improvement and prepare for questions related to driving improvements in customer support and claims management processes, emphasizing the positive impact you've made on customer satisfaction and business outcomes in previous roles.

Company & Culture Questions:

Customer Obsession: Familiarize yourself with Allianz's customer obsession mindset and prepare for questions related to delivering exceptional customer experiences and driving customer satisfaction in a customer support context.
Integrity & Respect: Brush up on Allianz's values of integrity and respect, preparing for questions related to fostering a culture of honesty, fairness, and inclusivity in all interactions with customers, colleagues, and stakeholders.
Excellence: Research Allianz's commitment to excellence and prepare for questions related to driving high-quality customer experiences and business outcomes in a customer support context.

Portfolio Presentation Strategy:

Customer Interaction Cases: Prepare detailed case studies demonstrating your ability to handle complex customer interactions and resolve technical issues effectively, highlighting the positive impact you've made on customer satisfaction and business outcomes.
Training & Development: Highlight any training or coaching programs you've led or participated in, focusing on claims management and technical knowledge development, and discuss the lessons learned and best practices you've implemented.
Claims Management Projects: Showcase your experience in managing early claims-related complaints, emphasizing the positive impact you've made on claims cost outcomes and customer satisfaction through commercial decision-making and process improvement initiatives.

📝 Enhancement Note: By preparing thoroughly and demonstrating your customer focus, problem-solving skills, and technical knowledge, you'll increase your chances of success in the interview process and secure your dream role as a Customer Advisor with Allianz.

📌 Application Steps

To apply for this Customer Advisor - Customer Support Team | Flexible Locations position:

Tailor Your Resume: Customize your resume to highlight your relevant experience in claims management, customer support, and process improvement, emphasizing your technical knowledge, commercial decision-making skills, and customer focus.
Prepare Your Portfolio: Curate a portfolio showcasing your experience in managing early claims-related complaints, driving process improvement initiatives, and delivering exceptional customer experiences, focusing on the positive impact you've made on customer satisfaction and business outcomes.
Research Allianz: Familiarize yourself with Allianz's customer obsession mindset, commitment to excellence, and approach to process improvement, preparing for interview questions related to company culture, values, and technical requirements.
Practice Interview Questions: Prepare for common interview questions related to claims management scenarios, data analysis and visualization, and process improvement, emphasizing your technical knowledge, commercial decision-making skills, and customer focus.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Advisor- Customer Support Team | Flexible locations