Dispute Resolution Specialist

IAG; Adelaide; On-site; AUD 80,000 - 110,000; Full time

Benefits offered by this job

13% superannuation

20 days annual leave

MyLeave (extra leave)

Work from home / myFlex

Insurance discounts

Learning opportunities

Study assistance

Secondment opportunities

Job summary

IAG is hiring Dispute Resolution Specialists to lead resolution of complaints within our IDR and EDR teams across Australia. Join a supportive, customer-focused group helping customers navigate complex issues with empathy and clarity.

We offer permanent positions and max term contracts until June 2027, with flexible work-from-home options and comprehensive benefits as part of the IAG family.

Qualifications

• 3+ years of dispute resolution and complaint management experience, ideally in General Insurance or a related field.
• Familiarity with AFCA complaints process and regulatory requirements.
• Customer-focused with strong communication, negotiation and problem-solving skills.

Responsibilities

• Manage and resolve complaints referred to IDR, including AFCA cases, ensuring fair resolutions.
• Engage with customers and stakeholders, providing clear guidance and support.
• Assess complaints, make well-reasoned decisions and communicate outcomes with empathy.
• Collaborate with a supportive team to improve how we help customers.

Skills

Dispute resolution

Customer service

Communication

Negotiation

Problem solving

Education

Legal qualifications / mediation

Job description

At IAG, we’re 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 you’ll play a key role in guiding customers and stakeholders toward fair and balanced resolutions.

Multiple positions available in IAG’s Internal Dispute Resolution (IDR) team, and External Dispute Resolution (EDR) teams, and we welcome candidates anywhere in Australia. We have Permanent positions as well max term contract positions until June 2027.

What You’ll Do

• 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.

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 what’s 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.
• employment type eligibility criteria apply

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [e-mail] for a confidential conversation.

More 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.