Dispute Resolution Specialist

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

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.

We're building something new.

As part of CGU, WFI and Agencies new Dispute Resolution function, you'll have the opportunity to help shape how complex complaints are managed while delivering fair, thoughtful and timely outcomes for customers. This is more than resolving disputes. It's about understanding what matters, navigating complexity and helping customers move forward with confidence.

You’ll join a team that works closely together, values good judgement and shares a common goal: delivering the right outcome while continually improving the customer experience.

We work flexibly, with a minimum of two days per week in the office.

This is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney) or Naarm (Melbourne).

What You’ll Do

• Manage dispute resolution matters from initial review through to final resolution.
• Investigate complaints, assess information and determine fair and balanced outcomes.
• Prepare clear, high-quality written responses and submissions for customers and external bodies.
• Build trusted relationships with customers, brokers and internal stakeholders across the business.
• Identify trends, insights and improvement opportunities to help strengthen customer outcomes.
• Contribute to a collaborative team environment through knowledge sharing and peer support.

What You’ll Bring

• Experience in complaints, dispute resolution, customer advocacy or a similar environment.
• Strong investigation and problem-solving skills with sound judgement.
• Confidence analysing complex information and making balanced decisions.
• Clear written communication skills and attention to detail.
• Ability to build positive relationships across a variety of stakeholder groups.
• Experience within insurance, financial services or regulated industries will be highly regarded.
• Exposure to AFCA or dispute resolution processes will be viewed favourably.

What We Offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
• employment type eligibility criteria apply

Applications close: Thursday 15 October 2026 11:59PM AEDT

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.