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About the Role

Join our supportive team as a Dispute Resolution Specialist, where you’ll play a key role in guiding customers and stakeholders toward fair and balanced resolutions. Multiple positions available in IAG’s Internal Dispute Resolution (IDR) team, and External Dispute Resolution (EDR) teams.

Responsibilities

• Manage and resolve complaints referred to IAG’s IDR process including service complaints for Customer Relations, or complaints lodged with EDR schemes such as the Australian Financial Complaints Authority (AFCA), ensuring a fair and thoughtful resolution process.
• 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.
• 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

• Australia

Work Type

• Permanent
• 6 to 12-month Secondment
• Flexible working arrangements
• Work from home
• Hybrid

Experience Level

• 3 years +

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.
• 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.