Dispute Resolution Specialist

About the role

IAG, the largest general insurance group in Australia and New Zealand, is hiring Dispute Resolution Specialists for its Internal Dispute Resolution (IDR) and External Dispute Resolution (EDR) teams. Multiple positions are available across Australia, with secondment roles and permanent roles (EDR only); comprehensive training is provided. Applications close on 12 November 2026.

Key responsibilities

• Manage and resolve complaints referred to IAG's IDR process, including service complaints for Customer Relations and complaints lodged with EDR schemes such as the Australian Financial Complaints Authority (AFCA), ensuring a fair and thoughtful resolution.
• Engage with customers and stakeholders, giving clear guidance and support.
• Assess complaints carefully, make well-reasoned decisions and communicate outcomes with empathy.
• Collaborate with a supportive team to share insights and improve how customers are helped.

Required profile

• 3+ years of experience in dispute resolution and complaint management, ideally in general insurance or a related field.
• Familiarity with the AFCA complaints process and an understanding of relevant regulatory requirements.
• A customer-focused approach, with strong communication, negotiation and problem-solving skills.
• Ability to handle straightforward and complex cases professionally, and to manage a dynamic portfolio of complaints in a fast-paced environment.

Required skills

• Legal and/or mediation qualifications or experience are desirable.
• Strong time management and negotiation skills.

What we offer

• Superannuation of 13% as standard.
• 20 days annual leave plus 5 days MyLeave.
• Work from home and other flexibility options through myFlex.
• Up to 50% off personal insurance, partner discounts on private health insurance, tech and appliances, and access to LinkedIn Learning, the IAG Academy, study assistance and secondment opportunities.