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About the Role
Join IAG's Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) teams as a Dispute Resolution Specialist. You will play a key role in guiding customers and stakeholders toward fair and balanced resolutions, managing and resolving complaints, and providing clear guidance and support.
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
- Contract
- Work from home
Experience Level
- 3+ years
Education Level
- Legal qualifications
- Mediation qualifications
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.
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.