Press Tab to Move to Skip to Content Link
Select how often (in days) to receive an alert: Create Alert
Select how often (in days) to receive an alert:
Workplace Type: Hybrid
Make a difference as a Senior Dispute Resolution Specialist .
Join the largest general insurance group in Australia and Aotearoa New Zealand. We’re a top-tier ASX-listed company helping to make the world a safer place through creating a stronger and more resilient business and enabling our portfolio of iconic insurance brands.
Your Role
Are you passionate about resolving disputes and helping people navigate challenges? 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. In addition, you will support the Customer Relations Lead with coaching, technical support, onboarding new team members, and workflow management.
This is a permanent position and we welcome candidates in all major cities with the flexibility to work both from home and in the office.
What You’ll Be Doing
* Managing and resolving 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.
* Supporting the Customer Relations Lead with coaching, providing technical guidance to team members, and assisting with workflow management.
* Supporting the onboarding of new team members, including reviewing draft IDR/EDR responses.
* 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 We’re Looking For
* 3+ years of 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.
If you’re looking for a role where you can make a meaningful impact, be supported with thorough training, and work alongside a collaborative team, we’d love to hear from you!
Joining IAG, you’ll have access to a range of benefits from across the Group:
* Up to 50% off personal insurance, including home and motor insurance.
* 5 myLeave days per year on top of annual leave.
* Work from home and many more flexibility options with myFlex.
* Industry-leading 20 weeks paid parental leave, available from the day you start, for both primary and secondary carers.
* A certified Family Inclusive WorkplaceTM.
*Employment type eligibility criteria apply.
About Us
As part of IAG, you'll enjoy a world of career opportunities in a purpose-led environment focused on creating connection and belonging. We are committed to creating meaningful impacts every day and supporting your career growth beyond expectations. We celebrate diverse viewpoints shaped by life experiences and culture, guided by the knowledge and voices of Aboriginal and Torres Strait Islander peoples, businesses, and communities. We collaborate on Indigenous-led solutions that enable growth and meaningful change for our customers and employees.
#J-18808-Ljbffr