Your Role with Us

As a Resolution & Privacy Coordinator, you play an important role in helping customers feel heard, respected, and fairly treated. Working closely with the Resolution & Quality Assurance team, you support the investigation and resolution of significant customer complaints while helping manage Privacy Act requests with care and accuracy. This role offers the opportunity to build strong relationships across the business, collaborate with a range of stakeholders, and contribute to better customer outcomes. You will help strengthen trust in AIA by supporting fair decision-making, protecting personal information, and continuously improving the processes that enhance our customer experience.

Your Impact

• Investigate escalated customer complaints and support fair, timely, and respectful resolutions.
• Coordinate Privacy Act requests and complaint escalations to ensure obligations and deadlines are met.
• Collaborate with business teams to gather information, resolve issues, and deliver positive customer outcomes.
• Review and assess complex information to support accurate decisions and clear customer communications.
• Improve complaint and privacy processes to enhance efficiency, consistency, and customer trust.
• Respond to government information requests with accuracy while upholding privacy and compliance standards.

Your Capabilities

• You bring strong analytical skills and a high level of attention to detail when reviewing information and identifying fair outcomes.
• You have the ability to communicate clearly and professionally, adapting your approach for different audiences.
• You bring a customer-focused mindset and consistently act with integrity, empathy, and sound judgement.
• You have experience building positive relationships and working collaboratively with a range of stakeholders.
• You bring strong organisation and time management skills, balancing priorities while delivering to deadlines.
• You may also have knowledge of financial services, insurance, privacy legislation, or risk and compliance practices.

Your Life at AIA

At AIA, your experience matters, and so does your impact. In return for your expertise, we offer a career where you can apply your skills to meaningful work that improves lives across Asia-Pacific. You’ll enjoy flexible ways of working, competitive rewards, and access to continuous learning programs designed to keep you ahead in a rapidly changing world. Our collaborative culture values your ideas and empowers you to innovate, solve complex challenges, and contribute to our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

DEIB

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at nz.talentacquisition@aia.com.

Recruitment Agencies: Our Talent team does not require any recruitment agency support.

Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.