Senior Dispute Resolution Specialist

Available in 3 locations

Category: Brand, Marketing and Communication

Brand: IAG

widget: permanent full-time

Remote: Hybrid

Job ID: 49651

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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.

Are you passionate about resolving disputes and helping people navigate challenges? Join our supportive team as a Senior Dispute Resolution Specialist, where you’ll play a key role in guiding customers and stakeholders toward fair and balanced resolutions. In addition, you will provide support to the Customer Relations Lead with coaching, technical support, onboarding new team members and workflow management.

Positions are available in External Dispute Resolution (EDR) teams, and we welcome candidates in Gadigal Country (Darling Park 2, Sydney), Naarm (Melbourne) or Meanjin (Brisbane).

We have multiple Permanent roles available, with the flexibility to work both from home and in the office.

What You'll Do

• Managing and resolving complaints referred to IAG’s IDR process including service complaints for Customer Relations, or complaints lodged with EDR schemes such as the Australian Financial Complaints Authority (AFCA), ensuring a fair and thoughtful resolution process.

• Supporting the Customer Relations Lead with coaching, providing technical guidance to team members and assisting with workflow management.

• Support the onboarding of new team members including reviewing draft EDR responses.

• Engaging with customers and stakeholders, providing clear guidance and support.

• Assessing complaints carefully, making well-reasoned decisions, and communicating outcomes with empathy.

• Collaborating with a knowledgeable and supportive team to share insights and continuously improve the way we help our customers.

What You'll Bring

• 3 years + experience in dispute resolution and complaint management, ideally in General Insurance or a related field.

• Previous exposure to supporting teams through coaching and feedback.

• Legal and/or mediation qualifications or experience is desirable.

• Familiarity with the AFCA complaints process and an understanding of the relevant regulatory requirements.

• A customer-focused approach, with strong communication, negotiation and problem-solving skills to identify issues and find creative solutions.

• The ability to handle both straightforward and complex cases with confidence and professionalism.

• Strong time management skills and the ability to effectively manage a dynamic portfolio of complaints in a fast-paced environment.

What We Offer

• Boosted superannuation with 13% as standard.

• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).

• Work from home and many more flexibility options with myFlex.

• 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: Sunday 7 June 2026 11:59PM AEST

Adjustments and Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [email protected] 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.