Resolution & Privacy Coordinator (6 months Fixed Term))

Location: Auckland, NZ-AIA New Zealand

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.