Dispute Resolution Specialist
Adelaide, South Australia, Australia · Full Time
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- Experience
- 3+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 11 seconds ago
- Work mode
- In office
- Resume
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Job description
About IAG
IAG is Australia's and New Zealand's leading general insurance group, committed to making the world safer by assisting everyday Australians and New Zealanders. Our family of brands works to support ambitions and make insurance accessible.
Position Overview
We are seeking passionate Dispute Resolution Specialists to join our Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) teams. Multiple roles are available for candidates based anywhere in Australia, offering permanent or fixed-term contracts until June 2027. Comprehensive training is provided to ensure your success in this essential role.
Key Responsibilities
- Manage and resolve complaints referred through IAG’s IDR system, including service complaints for Customer Relations, and those lodged with EDR schemes like the Australian Financial Complaints Authority (AFCA), ensuring fair and thoughtful resolutions.
- Engage effectively with customers and stakeholders, delivering clear guidance and support.
- Carefully assess complaints, make informed decisions, and communicate outcomes empathetically.
- Collaborate with a knowledgeable team to exchange insights and continuously enhance customer service processes.
Candidate Requirements
- At least 3 years’ experience in dispute resolution or complaint management, preferably within general insurance or a related sector.
- Legal and/or mediation qualifications or experience is advantageous.
- Familiarity with AFCA complaints procedures and relevant regulations.
- Customer-centric attitude with strong communication, negotiation, and problem-solving skills for effective issue identification and innovative solutions.
- Capability to manage both straightforward and complex cases with professionalism and confidence.
- Excellent time management skills with the ability to handle a varied complaint portfolio in a fast-moving environment.
Benefits Provided
- Enhanced superannuation contributions at 13%.
- Annual leave of 20 days plus 5 additional personal MyLeave days.
- Flexible work arrangements including options to work from home through myFlex.
- Up to 50% discounts on personal insurance products such as home and motor insurance.
- Partner discounts on private health insurance, technology, appliances, and more.
- Access to online learning platforms including LinkedIn Learning, the IAG Academy, study support, and secondment opportunities.
Support and Inclusion
If you require any adjustments in the recruitment process to participate equitably, please contact us for confidential assistance.
Our Commitment
Joining IAG means entering a purpose-driven environment focused on career growth, meaningful impact, and inclusivity. We embrace diverse perspectives and collaborate on Indigenous-led initiatives that deliver growth and change for customers and employees alike.