Dispute Resolution Expert

3 weeks ago


Sydney, New South Wales, Australia IAG Full time

About the Role

We are seeking a highly skilled Dispute Resolution Specialist to join our team at IAG. As a Dispute Resolution Specialist, you will play a critical role in managing disputes that arise from unresolved complaints.

Your Key Responsibilities

  • Resolve internal and external disputes ranging from simple to complex in line with the General Insurance Code of Practice, The Australian Financial Complaints Authority (AFCA) Rules, and Regulatory Guide 271.
  • Deliver a world-class alternative dispute resolution experience to our customers and partners.
  • Use your high-level dispute resolution capability and sense of fairness, along with your superior stakeholder skills, to manage disputes effectively.

About You

  • Proven experience in Dispute Resolution and Complaint Management in a general insurance or legal environment.
  • Previous exposure to the AFCA complaints process.
  • A strong customer focus, with the ability to show empathy and patience.
  • Effective decision making and time management skills with the ability to work unsupervised and under pressure.
  • Strong written and verbal communication skills, including advanced negotiation skills.
  • Resilience and a positive mindset.
  • Ability to manage simple and complex matters confidently.
  • Strong computer literacy is essential.

About IAG

IAG is the largest general insurance group in Australia and New Zealand, underwriting over $AUD13 billion of premium per annum. We are a tech and research facility, a hub for climate change experts, and a centre of resilience design. We are committed to making your world safer and are dedicated to making a positive impact in the community.



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