Senior Dispute Resolution Specialist

IAG; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

13% superannuation

20 days annual leave + 5 days MyLeave

Up to 50% off personal insurance

Partner discounts on health, tech &2;2

20 weeks paid parental leave

IAG Academy & LinkedIn Learning

Job summary

IAG is building a new Dispute Resolution function for CGU, WFI and Agencies. We are seeking a Senior Dispute Resolution Specialist to manage complex dispute matters and mentor the team.

This permanent, full-time role offers a hybrid work model with at least two days in the office, based in Gadigal Country (Darling Park 2, Sydney) or Naarm (Melbourne). You will provide technical guidance, build capability, and work closely with customers, brokers and stakeholders to achieve strong customer

Qualifications

• Experience managing complaints or disputes in a complex environment.
• Strong written communication skills and stakeholder management.
• Ability to coach, mentor and support development of others.

Responsibilities

• Manage complex internal and external dispute resolution matters from investigation through to resolution.
• Provide technical guidance and support on challenging or sensitive dispute matters.
• Coach and mentor team members to build capability and promote best practice.
• Conduct quality reviews and contribute to consistent dispute resolution outcomes.
• Prepare clear, high-quality responses, recommendations and submissions.
• Build trusted relationships with customers, brokers and internal stakeholders.
• Identify opportunities to improve customer outcomes and dispute resolution practices.

Skills

Dispute resolution

Complaint handling

Stakeholder management

Coaching & mentoring

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.
Help shape a new team and build capability across dispute resolution.
We're building a new Dispute Resolution function within Intermediated Insurance Australia and looking for experienced professionals who want to make their mark.
As a Senior Dispute Resolution Specialist for CGU, WFI and Agencies, you'll manage complex dispute matters while helping build capability across the team through coaching, mentoring and technical guidance. This is an opportunity to help shape a growing specialist function, influence the way disputes are managed, and support great customer outcomes while remaining hands on in meaningful case work.
We work flexibly with a minimum of two days per week in the office.
This is a permanent full-time role based in Gadigal Country (Darling Park 2, Sydney) or Naarm (Melbourne).

What You'll Do

• Manage complex internal and external dispute resolution matters from investigation through to resolution.
• Provide technical guidance and support on challenging or sensitive dispute matters.
• Coach and mentor team members to build capability and promote best practice.
• Conduct quality reviews and contribute to consistent dispute resolution outcomes.
• Prepare clear, high-quality responses, recommendations and submissions.
• Build trusted relationships with customers, brokers and internal stakeholders.
• Identify opportunities to improve customer outcomes and dispute resolution practices.

What You'll Bring

• Experience managing complaints, disputes or customer advocacy matters in a complex environment.
• Strong technical capability and confidence navigating challenging customer matters.
• Experience coaching, mentoring or supporting the development of others.
• Excellent written communication and stakeholder management skills.
• Strong problem solving skills and ability to make balanced, evidence-based decisions.
• Experience within insurance, financial services or another regulated industry will be highly regarded.
• Exposure to AFCA, dispute resolution frameworks or quality assurance activities will be beneficial.

What We Offer

• Boosted superannuation with 13% as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• Up to 50% off personal insurance, including home and motor insurance.
• Partner discounts on private health insurance, tech & appliances, and many more.
• Industry-leading 20 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
• employment type eligibility criteria apply

Applications close: Thursday 15 October 2026 11:59PM AEDT

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.