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About the Role

Join our supportive team as a Senior Dispute Resolution Specialist, where you’ll play a key role in guiding customers and stakeholders toward fair and balanced resolutions. You will also provide support to the Customer Relations Lead with coaching, technical support, onboarding new team members, and workflow management.

Responsibilities

• Manage and resolve complaints lodged with EDR schemes such as the Australian Financial Complaints Authority (AFCA), ensuring a fair and thoughtful resolution process.
• Support the Customer Relations Lead with coaching, providing technical guidance to team members, and assisting with workflow management.
• Support the onboarding of new team members, including reviewing draft EDR responses.
• Engage with customers and stakeholders, providing clear guidance and support.
• Assess complaints carefully, make well-reasoned decisions, and communicate outcomes with empathy.
• Collaborate with a knowledgeable and supportive team to share insights and continuously improve the way we help our customers.

Requirements

• 3 years + experience in dispute resolution and complaint management, ideally in General Insurance or a related field.
• Previous exposure to supporting teams through coaching and feedback.
• Legal and/or mediation qualifications or experience is desirable.
• Familiarity with the AFCA complaints process and an understanding of the relevant regulatory requirements.
• A customer-focused approach, with strong communication, negotiation, and problem-solving skills to identify issues and find creative solutions.
• The ability to handle both straightforward and complex cases with confidence and professionalism.
• Strong time management skills and the ability to effectively manage a dynamic portfolio of complaints in a fast-paced environment.

Skills

• Communication
• Negotiation
• Problem-solving
• Time management

Location

• Gadigal Country (Darling Park 2, Sydney)
• Naarm (Melbourne)
• Meanjin (Brisbane)

Work Type

• Permanent
• Work from home
• In the office

Experience Level

• Senior

Education Level

• Legal and/or mediation qualifications or experience is desirable.

Benefits

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave.
• Work from home and many more flexibility options with myFlex.
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.

About the Company

• IAG is the largest general insurance group in Australia and New Zealand.
• Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.
• As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected.
• We celebrate all viewpoints shaped by life experiences and culture, and are guided by the knowledge and voice of Aboriginal and Torres Strait Islander peoples, businesses, and communities.
• We collaborate on Indigenous-led solutions that enable growth and create meaningful change for our customers and employees.

Equal Opportunity

• If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to recruitment@iag.com.au for a confidential conversation.