Dispute Resolution Champion—Fair Outcomes for Customers

IAG; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Boosted superannuation

20 days annual leave

5 days MyLeave

Discounts on insurance

Parental leave 20 weeks

IAG Academy & LinkedIn Learning

Job summary

IAG is seeking a permanent full-time Dispute Resolution professional, based in Gadigal Country (Darling Park 2, Sydney) or Naarm (Melbourne). This role focuses on managing complaints from review to resolution, with strong investigation and stakeholder skills to deliver fair outcomes.

You’ll join a collaborative team and work hybrid, with at least two days in the office. Prior insurance/regulated industry exposure is highly regarded, plus generous leave and education benefits.

Qualifications

• Experience in complaints, dispute resolution or customer advocacy.
• Strong investigation and problem‑solving skills with sound judgement.
• Clear written communication and attention to detail.

Responsibilities

• Manage dispute resolution matters from initial review to final resolution.
• Investigate complaints and determine fair, balanced outcomes.
• Prepare clear, high‑quality written responses for customers and external bodies.
• Build trusted relationships with customers, brokers and internal stakeholders.
• Identify trends and opportunities to improve customer outcomes.
• Collaborate with team through knowledge sharing and peer support.

Skills

Complaints handling

Investigation

Analytical reasoning

Written communication

Stakeholder management

Insurance industry knowledge

Job description

IAG is seeking a permanent full-time Dispute Resolution professional, based in Gadigal Country (Darling Park 2, Sydney) or Naarm (Melbourne). This role focuses on managing complaints from review to resolution, with strong investigation and stakeholder skills to deliver fair outcomes.

You’ll join a collaborative team and work hybrid, with at least two days in the office. Prior insurance/regulated industry exposure is highly regarded, plus generous leave and education benefits.