Dispute Resolution Specialist - Max Term (June 2027)

IAG; Adelaide; Remote; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Boosted superannuation 13%

20 days annual leave

MyLeave - 5 extra days

Work from home"},{

Job summary

IAG is hiring Dispute Resolution Specialists to join our IDR and EDR teams across Australia. You’ll resolve complaints, guide customers and stakeholders, and contribute to fair outcomes with empathy and clear communication.

We offer training, flexible work options including work from home, and a supportive environment that values continuous learning, collaboration, and delivering excellent service to our customers and communities.

Qualifications

• 3+ years of experience in dispute resolution and complaint management.
• Legal and/or mediation qualifications or experience are desirable.
• Familiarity with the AFCA complaints process and regulatory requirements.
• Strong customer-focused approach with communication, negotiation and problem-solving skills.
• Ability to handle straightforward and complex cases with confidence and professionalism.
• Strong time management to manage a dynamic portfolio of complaints.

Responsibilities

• Manage and resolve complaints referred to IDR including AFCA-backed cases with a fair, thoughtful resolution.
• Engage with customers and stakeholders, providing clear guidance and support.
• Assess complaints, make well-reasoned decisions and communicate outcomes with empathy.
• Collaborate with the team to share insights and continuously improve customer support.

Skills

Dispute resolution

Complaint management

Customer service

Negotiation

Communication

Education

Legal or mediation qualifications

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 various secondment roles available as well as permanent roles (for EDR only). We know that starting a new role comes with a learning curve, which is why we provide comprehensive training to set you up for success.

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

Please ensure your manager is aware of your application.

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.