Job Description
At IAG, were ready for you. We're 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.
Are you passionate about resolving disputes and helping people navigate challenges? Join our supportive team as a Dispute Resolution Specialist, where youll play a key role in guiding customers and stakeholders toward fair and balanced resolutions.
Positions available in IAGs Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) teams, and we welcome candidates in all major cities in Australia.
We know that starting a new role comes with a learning curve, which is why we provide comprehensive training to set you up for success.
We have two roles available, with options for either a Permanentor a 12-month Max Term contract role. Youll also enjoy flexible working arrangements, with a blend of working from home and the office.
What You'll Do
Managing and resolving complaints referred to IAGs 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.
Engaging with customers and stakeholders, providing clear guidance and support.
Assessing complaints carefully, making well-reasoned decisions, and communicating outcomes with empathy.
Collaborating with a knowledgeable and supportive team to share insights and continuously improve the way we help our customers.
What You'll Bring
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.
What We Offer
Boosted superannuation with 13% as standard.
20 days annual leave + 5 days MyLeave (extra leave for whats important to you).
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.
Are you passionate about resolving disputes and helping people navigate challenges? Join our supportive team as a Dispute Resolution Specialist, where youll play a key role in guiding customers and stakeholders toward fair and balanced resolutions.
Positions available in IAGs Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) teams, and we welcome candidates in all major cities in Australia.
We know that starting a new role comes with a learning curve, which is why we provide comprehensive training to set you up for success.
We have two roles available, with options for either a Permanentor a 12-month Max Term contract role. Youll also enjoy flexible working arrangements, with a blend of working from home and the office.
What You'll Do
Managing and resolving complaints referred to IAGs 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.
Engaging with customers and stakeholders, providing clear guidance and support.
Assessing complaints carefully, making well-reasoned decisions, and communicating outcomes with empathy.
Collaborating with a knowledgeable and supportive team to share insights and continuously improve the way we help our customers.
What You'll Bring
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.
What We Offer
Boosted superannuation with 13% as standard.
20 days annual leave + 5 days MyLeave (extra leave for whats important to you).
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.
💡 Quick Summary
Seeking a career-building opportunity? The Dispute Resolution Specialist position is now open for candidates interested in the Insurance sector. This role in Melbourne offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Insurance is a plus.
