Dispute Resolution Specialist - Remote & Flexible

IAG; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

13% superannuation

20 days annual leave

MyLeave 5 days

myFlex options

Discounts on personal insurance

LinkedIn Learning & IAG Academy access

Secondment opportunities

Job summary

IAG, a leading general insurer in Australia and New Zealand, invites you to join our Internal and External Dispute Resolution teams as a Dispute Resolution Specialist in Brisbane or across Australia. You’ll guide customers and stakeholders toward fair, balanced resolutions and support complex cases with empathy.

Training is provided, with flexible work options and opportunities to grow within a collaborative team, guided by AFCA and regulatory standards.

Qualifications

• 3+ years in dispute resolution or complaints handling.
• Legal and/or mediation qualifications desirable.
• Familiarity with AFCA processes and regulatory requirements.
• Customer-focused with strong communication and problem-solving skills.
• Ability to manage a dynamic portfolio of complaints in a fast-paced environment.

Responsibilities

• Manage and resolve complaints through IDR and AFCA schemes with fairness.
• Engage with customers and stakeholders, providing clear guidance.
• Assess complaints, make well-reasoned decisions, and communicate outcomes empathetically.
• Collaborate with a supportive team to improve customer outcomes.

Skills

Dispute resolution

Complaint management

AFCA knowledge

Negotiation

Customer service

Education

Law or mediation qualifications

Job description

IAG, a leading general insurer in Australia and New Zealand, invites you to join our Internal and External Dispute Resolution teams as a Dispute Resolution Specialist in Brisbane or across Australia. You’ll guide customers and stakeholders toward fair, balanced resolutions and support complex cases with empathy.

Training is provided, with flexible work options and opportunities to grow within a collaborative team, guided by AFCA and regulatory standards.