Dispute Resolution Specialist - Flexible, Remote Impact

IAG; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work options

Work from home

Generous leave (20 days + 5 MyLeave)

Staff insurance discounts

Learning & development opportunities

Job summary

IAG in Australia is seeking a Dispute Resolution Specialist to guide customers and stakeholders toward fair, balanced resolutions within IDR and EDR processes. This permanent/term role offers comprehensive training and a supportive team.

You will manage complaints, apply AFCA know-how, negotiate effectively, and collaborate with a friendly team to continuously improve customer outcomes, with flexible leave and work-from-home options.

Qualifications

• 3+ years experience in dispute resolution and complaint management.
• Desirable: legal or mediation qualifications.
• Familiarity with the AFCA complaints process.
• Customer-focused with strong communication and negotiation skills.
• Ability to manage a dynamic portfolio of complaints.

Responsibilities

• Manage and resolve complaints referred to IDR/EDR ensuring fair resolution.
• Engage with customers and stakeholders, providing clear guidance and support.
• Assess complaints and communicate outcomes with empathy.
• Collaborate with the team to improve how we help customers.

Skills

Dispute resolution

Complaint management

Negotiation

Communication

Problem-solving

Education

Legal qualification or law degree

Job description

IAG in Australia is seeking a Dispute Resolution Specialist to guide customers and stakeholders toward fair, balanced resolutions within IDR and EDR processes. This permanent/term role offers comprehensive training and a supportive team.

You will manage complaints, apply AFCA know-how, negotiate effectively, and collaborate with a friendly team to continuously improve customer outcomes, with flexible leave and work-from-home options.