Dispute Resolution Specialist | Remote & Flexible

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

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.