Dispute Resolution Specialist (49981)

• Manage and resolve 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.

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

• Assess complaints carefully, make well-reasoned decisions, and communicate outcomes with empathy.

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

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

• 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.