Dispute Resolution Specialist

Make a difference as a 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 Dispute Resolution Specialist, where you’ll play a key role in guiding customers and stakeholders toward fair and balanced resolutions. We know that starting a new role comes with a learning curve, which is why we provide four weeks of comprehensive training to set you up for success. This is a Permanent position and we welcome applicants from all major cities in Australia. We offer flexible working arrangements with a mix of work from home and the office. What You’ll Be Doing

• Managing and resolving complaints referred to IAG’s IDR process, 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 We’re Looking For

• 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.

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! Applications close on Friday 8 Aug 2025 at 23:59pm AEDT. Joining IAG, you’ll have access to a raft 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, 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. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. 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. We’re ready for you. Apply today.