Dispute Resolution Specialist - Remote & Flexible (Max Term)

IAG; Melbourne; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Boosted superannuation 13%

20 days annual leave + 5 MyLeave

Work from home / myFlex

Staff discounts on insurance

LinkedIn Learning / IAG Academy access

Job summary

IAG is hiring a Dispute Resolution Specialist on a max term contract through June 2027. The role supports IDR and EDR processes across Australia, with training provided and flexible work options, including work-from-home arrangements.

You will resolve complaints, guide customers, and collaborate with a supportive team to deliver fair outcomes. This role requires 3+ years in dispute resolution, knowledge of AFCA processes, and strong problem-solving and communication skills to handle both

Qualifications

• 3+ years in dispute resolution and complaint management, ideally in General Insurance or related field.
• Desirable: legal and/or mediation qualifications or experience.
• Familiarity with AFCA complaints process and regulatory requirements.
• Customer-focused approach with strong communication, negotiation and problem-solving skills.

Responsibilities

• Manage and resolve complaints referred to IDR, including AFCA and other schemes.
• Engage with customers and stakeholders, providing clear guidance and support.
• Assess complaints carefully, decide and communicate outcomes with empathy.
• Collaborate with team to improve how we help customers.

Skills

Dispute resolution

Complaint management

Customer service

Negotiation

Problem solving

Time management

Education

Law or mediation qualifications or experience

Job description

IAG is hiring a Dispute Resolution Specialist on a max term contract through June 2027. The role supports IDR and EDR processes across Australia, with training provided and flexible work options, including work-from-home arrangements.

You will resolve complaints, guide customers, and collaborate with a supportive team to deliver fair outcomes. This role requires 3+ years in dispute resolution, knowledge of AFCA processes, and strong problem-solving and communication skills to handle both